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 have 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
- Human resources experience preferred
- 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
- Strong Financial acumen
- 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.
- Outstanding Career Development opportunities.
- We’ll support your professional development education.
- 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.
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