Sr. Manager, Workforce Management

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

Location: We support US flexible working arrangements in the contiguous 48 states.  

At Sun Life, we look for optimistic people who want to make life brighter for our Clients. We understand the value of diverse cultures, perspectives, and identities, and want you to bring your full and authentic self to work. Every day, you’ll be empowered and challenged by working with dynamic colleagues to find new and innovative ways to make Sun Life the best benefits company in America. 

The opportunity: 

This role must have extensive and proven competencies leading and developing workforce management functions including forecasting, capacity planning, scheduling, real-time management and reporting, to ensure that we have the resources required at the right time to meet the desired service goals, enabling an exceptional client experience. The role is also responsible for developing strategies and utilizing the appropriate tools and resources to analyze data and make recommendations to improve the end-to-end Client experience. Self-service functionality and automation should be a part of the thought leadership strategy. The Member Services Contact Center is currently developing new capabilities, and this role will take part in the new technology development. This role will also partner closely with key business stakeholders to understand needs and execute on resourcing plans to successfully meet service levels to optimize performance.

How you will contribute: 

• Leading and developing the WFM team of analysts while supporting the business strategy

• Forecasting for Member Support and Client Service Support Contact Centers utilizing historic data and projected client volumes/behaviors.

• Capacity planning for Contact Centers and back office operations to ensure appropriate resources are available to meet productivity goals

• Daily and Weekly Scheduling for multiple contact centers to allow for training, meetings, 1:1s and huddles while maintaining service levels

• Real-time management

• Acting in a consultative capacity, analyzing historical …