Manager, Workforce Capacity Planning

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The Manager, Workforce Capacity Planning works to balance budgetary and performance objectives through active oversight of our hiring efforts. This involves forecasting our “supply” of our most valuable resource, our people, to balance against our demand forecast. Builds / maintains a capacity plan for Virtual Connect as required and leverages it’s output to inform leadership decisions and, working with Learning partners, create a hiring plan. Engages and builds positive relationships with LOB leaders across various levels to incorporate business feedback as well as communicate channel strategy. Provides a direct input to financial planning processes and actively models “scenario’s” to show cause and effect of various operational options. Works with internal stakeholders to support strategies and tactics to enable business groups to be successful.

• Acts as a trusted advisor to assigned business/group.
• Influences and negotiates to achieve business objectives.
• Assists in the development of strategic plans.
• Identifies emerging issues and trends to inform decision-making.
• Designs and produces regular and ad-hoc reports, and dashboards.
• Integrates information from multiple sources to enable more efficient processes, enhanced analysis and/or streamlined reporting.
• Develops solutions and makes recommendations based on an understanding of the business strategy and stakeholder needs.
• Provides advice and guidance to assigned business/group on implementation of workforce planning strategies & tactics.
• Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
• Conducts independent analysis and assessment to resolve strategic issues.
• Monitors and tracks performance, and addresses any issues. Gathers and formats data into regular and ad-hoc reports, and dashboards.
• Helps determine business priorities and best sequence for execution of business/group strategy.
• Collaborates with internal & external stakeholders to provide business context in the design, develop and implementation of solutions.
• Builds effective relationships with internal/external stakeholders.
• Provides input into the planning & implementation of talent management programs/solutions and executes within required service level agreements and standards.
• Supports development and execution of strategic initiatives in collaboration with internal and external stakeholders.
• Focus is primarily on business/group within BMO; may have broader, enterprise-wide focus.
• Deep knowledge of contact center operations / industry / technology / data.
• Provides specialized consulting, analytical and technical support.
• Exercises judgment to identify, diagnose, and solve problems within given rules.
• Works independently and regularly handles non-routine situations.
• Broader work or accountabilities may be assigned as needed.

Qualifications:

• Typically between 5 - 7 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
• Knowledge of workforce planning strategy & execution – In-depth.
• Deep knowledge and technical proficiency gained through extensive education and business experience.
• Verbal & written communication skills - In-depth.
• Collaboration & team skills - In-depth.
• Analytical and problem solving skills - In-depth.
• Influence skills - In-depth.
• Data driven decision making - In-depth.

Salary: