Resource Planner, Workforce Management

Overview

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.

Specific Skills

Strong critical thinking & creative problem solving
Demonstrated experience working with data, including transformation, manipulation, forecasting, and statistical modeling
Demonstrated success working collaboratively within a team to produce results
Demonstrated ability to produce and communicate meaningful results from data
Ability to effectively visualize and present complex data adapted to a variety of audiences to help with decision-making
Ability to build partnerships, work collaboratively, and develop relationships with a variety of stakeholders
Demonstrated ability to turn forecast volumes into capacity models
As this position is posted in several locations, we specify that bilingualism (French, English, both oral and written) is required for Quebec only for the frequent interactions with English and French-speaking colleagues or internal partners across Canada or worldwide.

Responsibilities

Create, maintain and update capacity plans including timing of hiring and analysis on attrition, shrinkage and other factors impacting capacity
Support operations in planning of vacations, training, and other events
Support the creation of an annual staffing budget forecast
Collect, manipulate, and analyze data related to capacity, supply, and demand
Gather information from operations on project impacts, other factors that could impact planning or work volumes
Calculate optimal staffing levels based on forecasts, capacity models, and business constraints
Measure, assess and communicate variation from plan, including analysis of the cause and impact to KPIs of those differences
Help to balance staffing needs across different business units
Work within a team to provide analysis, insights and recommendations to senior business leaders to help them recognize areas of opportunity and drive evidence-based operational decisions
Work with forecasters, schedulers, and intraday analysts to refine plans and ensure continuity of resourcing
Provide project teams with process recommendations, workload/staffing forecasts, costs as required to support changes.
Look for ways to innovate and improve processes in a Continuous Improvement environment

Additional Requirements

Experience with long term Forcasting or long term capacity planning is a requirement
Experience analyzing and modeling business process data
Experience visualizing data with Tableau
Experience with R/Python or other advanced analytics tools
Experience with Workforce Management Software (IEX, Genesys, Pega)
Experience using large databases with complex relationships between tables
Experience applying queueing theory to business problems
Experience solving optimization problems
Experience with Erlang calculations
Experience supporting Call Centres and working with Call Centre data

Job Nature

Full Time

Educational Requirements

Minimum of Bachelor degree in Statistics, Operations Research, Computer Science, Software Engineering, Mathematics, Econometrics, or equivalent experience