Job Description
Are you looking for unlimited opportunities to develop and succeed? Do you enjoy work that challenges and makes a difference in a flexible and supportive environment?
Does working in a fast paced, ever-changing environment bring out the best in you?
We're a large financial company with a new mission; Decisions made easier. Lives made Better and a new focus - transforming to a digital customer-centric leader.
Last year, Manulife / John Hancock spent over $1 billion on technology. We are all in with agile, modern tools and processes, having no speed limit for this transformation!
Manulife looks for leaders who are committed to supporting and developing their employees. Successful leaders will affect performance and the achievement of organizational goals through others by building relationships of trust, fostering collaboration and promoting adaptability.
The Director, Contact Center Workforce Planning and Forecasting is responsible for long-range and short-term forecasting, capacity planning, scheduling, and the linking of our workforce plans to our financial outcomes.
Supports a global organization of 3500 employees.You will lead and manage an organization of 50+ individuals whose role is to forecast, plan and ensure we deliver on the financial outcomes of our business objectives.
You and your team are a key contributor in providing an extraordinary experience to our customers interacting with our Contact Centers.
Through thought leadership and strong relationships built with Contact Center Business Unit leaders, the Director will evolve the requisite support services to deliver service levels, optimize cost and balance employee needs.
As technology changes and evolves within the Contact Center ecosystem and WFM space, this Director and their team will need to understand the technology to help optimize workforce outcomes.
For optimum success in this role, you will have the unique ability to combine highly developed analytical skills, strong leadership capabilities and balance multiple priorities.
Responsibilities :
Responsible for long-range and short-term forecasting, capacity planning, scheduling, and the linking of our workforce plans to our financial outcomes.
Leverage formal and informal meetings across teams to build communication, trust, relationships, and collaboration.
Lead & develop a strong team of highly specialized leaders and analysts that can actively make recommendations to enhance operations for the global contact center space.
Build relationships and regular communication with each line of business and their respective VP’s.
Coordinate input of capacity plan, volumes, AHT, load factors and other drivers, which includes regular review and sign-off of forecasts and recommendations from all line of business leadership teams.
Build and maintain budget analysis, recommendations, risks and opportunities for each line of business.
Continually look for opportunities to further optimize resource utilization within the team services team and across Contact Center Operations.
Collaborate with Business Leaders, Value Streams and Operations partners to develop and recommend strategies, do ad hoc & regular analysis as part of defined projects.
Build and maintain an ongoing comparison of operations performance with industry benchmarks; participate in collaboration events, industry online communities.
Ensure procedures are documented in collaboration with Compliance, Legal and industry regulators.
Manage and improve concentration risk together with Partners through profiling and influencing call center staffing decisions.
Track and measure concentration risk improvements over time
What motivates you?
You obsess about customers, listen, engage and act for their benefit.
You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
You thrive in teams and enjoy getting things done together.
You take ownership and build solutions, focusing on what matters.
You do what is right, work with integrity and speak up.
You share your humanity, helping us build a diverse and inclusive work environment for everyone.
What we are looking for
10+ years of Contact Center Workforce Management experience.
Post-secondary education, a degree in Math / Statistics, Sciences, or Business Administration is a plus.
Proven experience in volume forecasting and planning is critical within a large global, matrixed organization, across multiple locations and lines of business.
Possess a logical & rigorous approach to data gathering & analysis.
Strong leadership experience; able to coordinate multiple partners and cross functional teams in an efficient and collaborative manner.
Excellent verbal and written communication; comfort in communicating and providing analysis to executive leaders, proactive in communicating roadblocks and successes.
Ability to effectively influence teams outside of their direct control with data driven solutions and outcomes to gain buy in.
Able to effectively influence various key stakeholders within Operations.
Ability to work under pressure, identify priorities and produce results within tight timelines.
Excellent organizational skills (ability to deal with multiple and opposing priorities).
What can we offer you?
A competitive salary and benefits packages.
A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
A focus on growing your career path with us.
Flexible work policies and strong work-life balance.
Professional development and leadership opportunities.
Our commitment to you
Values-first culture
We lead with our Values every day and bring them to life together.
Boundless opportunity
We create opportunities to learn and grow at every stage of your career.
Continuous innovation
We invite you to help redefine the future of financial services.
Delivering the promise of Diversity, Equity and Inclusion
We foster an inclusive workplace where everyone thrives.
Championing Corporate Citizenship
We build a business that benefits all partners and has a positive social and environmental impact.
About Manulife and John Hancock
Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better.
With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States.
We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions.
At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers.
At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.
4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under 945’ in Hong Kong.
Manulife is an Equal Opportunity Employer
At Manulife / JohnHancock, we embrace our diversity. We strive to attract,developandretaina workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals.
We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin,colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.
It is our priority to remove barriers toprovideequal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process.
All information shared during the accommodation request process will be stored and used in a manner that is consistent withapplicable laws and Manulife / John Hancock policies.
To request a reasonable accommodation in the application process, contact
Salary & Benefits
The annual base salary for this role is listed below.
Primary Location
Toronto, Ontario
Salary range is expected to be between
$103,050.00 CAD - $185,490.00 CAD
If you are applying for this role outside of the primary location, please contact for the salary range for your location.
The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education / training.
Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.
Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption / surrogacy and wellness benefits, and employee / family assistance plans.
We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources.
Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence.
If you are applying for this role in the U.S., please contact for more information about U.S.-specific paid time off provisions.
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