Title:  Senior Manager, Workforce Planning

Requisition ID: 178523

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

Purpose

Reporting to the Director, WFM, Call Management, and IVR, the Senior Manager, Workforce Planning will be responsible for developing a strategic long- and short-range workforce plan, developing proposals and recommendations for Senior Leaders and Executives that identify and profile high-impact strategies, opportunities, and action plans to maximize productivity, and gain efficiencies, while protecting both the customer and employee experience. In addition to the strategic nature of this role, the incumbent will provide leadership support and tactical execution of the strategic priorities, process improvements, and disciplines to achieve the best-in-class in-class workforce capabilities.

The Senior Manager, Workforce Planning will ensure that the Contact Centre Workforce Optimization strategy drives superior customer service and productivity. Doing so, will help control costs and create additional capacity in the workforce. Will utilize call driver intelligence, productivity trends, change initiative projections, load forecasts, scheduling, and Intraday management strategies to ensure the provision of sufficient resources across sites and skill sets to meet customer demands and growth targets.

The Senior Manager, Workforce Planning, will oversee the planning, load balancing, recruiting forecasts, performance analysis, and key department initiatives. The incumbent will play an active leadership role in the WFM application upgrade project. Ensuring a successful migration and implementation of new capabilities.

As part of the performance analytics functions, the Senior Manager will contribute to the development of strategic business plans for the CCC, by monitoring the effectiveness of WFO processes, providing Sr. level reports, building new processes and tools, and working with site leads on performance management reporting and best practices.

The Senior Manager, Workforce Planning, will liaise with Finance, Operations, Business Partners, and HR to increase the accuracy of FTE and seating requirements for the CCC. With the assistance of the Director, WFM, Call Management, and IVR, will take a proactive lead to identify and recommend opportunities to improve operational efficiency and effectiveness.

Accountabilities

Manages CCC workforce operations by:

• Use Speech Analytics and the voice of the customer intelligence to understand call driver trends. Drive process improvement initiatives focus on call deflection and increase first call resolution.
• Monitoring inbound & outbound call volumes, staffing levels and phone activities to maintain optimal department performance
• Proactively provide recommendations and strategies to reduce and mitigate customer abandon rates
• Promoting operational effectiveness and positive customer experience through effective negotiation/communications with site management, senior management, and channel leaders
• Assisting with Workforce Planning as warranted to coordinate with sites the standardization and optimization of staff planning & scheduling, exception & real-time management practices
• Analyzing operational performance to capture developing trends and recommending and implementing process improvement solutions to continuously enhance operational productivity and uplift efficiency
• Enforcing procedural solidarity between WFM Team, Field Effectiveness Team & Site Management to support workflow for operational cohesion and continuity
• Producing and using customer & performance data / intelligence to present and gain commitment on change initiatives that will elevate customer experience and sales results. Source of data / intelligence will come from multiple sources and applications (i.e., Speech Analytics)

Reporting/Metrics:

• Oversees production of 1000+ reports annually and provides business requirements to partners to evolve MIS; this will result in automated reporting and score card development, as well as ensure timely dissemination of critical business intelligence
• Create business decision able reporting, highlighting trends and issues seen in the attrition, retention stats and recommendations/strategies being implemented to reduce overall attrition results
• Provide a transparent view of operational metrics helping Senior Management gain a clear understanding of Centre performance and results
• Effectively leverages resources to monitor call-type patterns and isolate developing trends, identifying opportunities for procedural changes within WFM as well as cross-functionally with other departments, to increase productivity
• Ensure up to date on current best practices regarding resource planning and workforce strategies for implementation in the CCC sites.
• Use Speech Analytics and voice of the customer intelligence to understand call driver trends. Drive process improvement initiatives focus on call deflection and increase first call resolution.

Project management/Strategic support for change initiatives:

• Monitors changes implemented by the Senior management to assist in evaluating the impact of change. Make recommendations for change/improvement where appropriate.
• Involved with the build and oversight of the efficient and effective operation of the Site Lever Management Process
• Develops proposals and recommendations for Senior Leaders and Executives that identify and profile high impact strategies, opportunities, and action plans to maximize productivity and efficiencies.
• Liaises with other departments on projects as assigned and/or workflow processes that exist between groups, to ensure WFO Coordination is represented and to maintain procedural flow that functions homogeneously for all groups.

Leadership:

• Coaches and develops WFO Team for continuous skill refinement through various mediums including knowledge evaluations, process reviews, best practice mentoring, etc., isolating WFO Team improvement needs and administering the appropriate training and/or improvement actions to yield the intended performance result(s)

Education / Experience / Other skills you may have

You will be a part of a large operation consisting of several operational areas and must be knowledgeable of all the functional areas within the CCC environment:

• 5+ years in a contact center industry with extensive experience working with workforce management tools, databases and performing analysis
• Demonstrated strong leadership capability, including the ability to manage remote teams
• Strong technical aptitude and experience working with reporting software, tools, and database creation.
•  Exceptional interpersonal and communication skills, both written and oral, with demonstrated expertise in interacting effectively with all levels of management.
• Project management skills with a proven ability to redesign and implement new procedures, processes, and strategies.
• Exposure to strategic planning and the ability to develop forward thinking plans to improve performance.
• Knowledge of risk analysis
• Impact and influence to develop and maintain highly effective partnering relationships with key stakeholders and to achieve cross enterprise cooperation
• Proven track record of organizational change management solutions
• Project execution – the ability to manage people and timelines
• A degree in business analytics or mathematics is preferred

Location(s):  Canada : Ontario : Toronto || Canada : Nova Scotia : Halifax || Canada : Ontario : Ottawa || Colombia : Bogota : Bogota || Dominican Republic : Santo Domingo : Santo Domingo Este || Mexico : México : Cuautitlán Izcalli 

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.  

At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.