Manager - Workforce Management

Aviva; Markham; Hybrid; CAD 75,000 - 95,000; Full time

Job summary

Aviva seeks a Workforce Manager to lead a team in optimizing resource management within their contact center operations. This role involves planning, forecasting, and ensuring effective communication between teams to meet service level goals. The candidate should possess strong negotiation and influencing skills, along with relevant experience in Workforce Management.

Benefits

Annual bonus eligibility

Competitive vacation package

Health benefits

Wellness programs

Volunteer opportunities

Qualifications

• 2-3 years of experience in Workforce Management including scheduling and forecasting.
• Strong ability to work in a fast-paced and changing environment.
• Experience in Systems Thinking methodology preferred.

Responsibilities

• Responsible for planning, forecasting, and real-time resource management.
• Leads Workforce team to meet daily metrics through effective communication.
• Advises on staffing alignment and ensures minimal impact on customers.

Skills

Negotiation

Influencing

Communication

Education

Bachelor's degree in a business-related field

Tools

Five9

Verint

Job description

Individually we are people, but together we are Aviva. Individually these are just words, but together they are our Values – Care, Commitment, Community, and Confidence.

Lead a team to support operations to ha ve the right people, at the right place at the right time to deliver outstanding customer experience!

Responsible for planning, forecasting, scheduling and real time resource management of in-center and remote advisors. Establishes effective relationships with business partners including Business Systems, IT, Data Management and the operational effectiveness team as well as operational leadership to ensure daily service level metrics and business goals are met.

Come, join our team!

What you'll do:

Support the development and growth of the business through the delivery of efficient, effective strategies, ways of working, including leadership and measurement, transformation and automation.

This role is designed to operate /work with leaders across all business units across personal insurance, as well as international market where relevant.

Leads the Workforce team responsible for short-term and long-term workload forecasting, scheduling, real-time resource management and proactively working to meet daily metrics by staying in constant communication with care center teams.

Ensures delivery of training requirements and performance metrics through optimization of resources, identifying and implementing process improvement and using automation/technology.

Crafts a communication strategy for regular call center results provided to the executive leadership team by demonstrating the ability to synthesize quantifiable data into easy to understand actionable recommendations through a consulting mind set.

Increases efficiency by recommending staffing strategies that support the needs of a multi-skilled customer contact center.

Partners with knowledge effectiveness, optimization and operational teams to coordinate all required training for the customer care center.

Advises staffing alignment and resources to ensure minimal impact to customers as a key member of the Disaster Recovery teams.

Handles the Verint workforce management system, related telephony and process in coordination with Information Technology for the call center. Troubleshoots' issues and recommends system modifications and improvements.

What you'll bring:

A bachelor's degree in a business-related field or equivalent experience

Strong influencing and negotiation skills

Ability to work in a fast pace and changing environment

Ability to build trust and credibility with internal and external partners

Ambitious, driven and self managed

Preferable experience in Systems Thinking methodology and how to build this capability in others.

Driving delivery based on customer preference.

Experience in delivery via sophisticated relationships and management roles at a senior level.

Significant experience of working in a change environment

Proven understanding of Workforce Management principals, including workload planning, forecasting, vendor integration, shift bids, vacation bids, scheduling efficiency, and agent efficiency

Working knowledge of Five9, Verint, or other related WFM software and procedures

2-3 years of experience in Workforce Management, including scheduling and forecasting experience with a software package

What you’ll get:

Please note that individual salary is determined by factors such as job-related knowledge, skills and experience, as well as internal equity.

Compelling rewards package including base compensation, eligibility for annual bonus, retirement savings, share plan, health benefits, personal wellness, and volunteer opportunities.

Competitive vacation package with the option to purchase 5 extra days off per year

Employee driven programs focused on gender, LGBTQ+, origins, diversity and inclusion

Corporate wellness programs to support our employees’ physical and mental health

Please note that we may use AI tools to help us through the recruitment process. This is an existing position which has been posted both internally & externally.

Aviva Canada has an accommodation process in place to provide accommodations for employees with disabilities. If upon commencement of employment you require a specific accommodation because of a disability, please contact your Talent Acquisition Partner so that an appropriate accommodation can be arranged. This process applies throughout your career with Aviva Canada.

#LI-MP1 #LI-Hybrid

About the company

We’re here to protect our 33 million customers from life’s unexpected twists and turns – freeing them from fear of uncertainty.We are one of only a few insurance companies in the world that can provide customers with life, general and health insurance, and asset management in one place – a composite insurer.And we have a unique competitive advantage. Whether we’re protecting them from everyday risks or helping them to save for the future, we put customers at the heart of all we do – creating a bright and sustainable future for our customers, employees and our communities.

Notice

Talentify is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

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Federal law requires every new hire to complete Form I-9 and present proof of identity and U.S. work eligibility.

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