Sr. Manager, Workforce Management

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.

Location: We support US flexible working arrangements in the contiguous 48 states.

At Sun Life, we look for optimistic people who want to make life brighter for our Clients. We understand the value of diverse cultures, perspectives, and identities, and want you to bring your full and authentic self to work. Every day, you’ll be empowered and challenged by working with dynamic colleagues to find new and innovative ways to make Sun Life the best benefits company in America. 

The opportunity: 

This role must have extensive and proven competencies leading and developing workforce management functions including forecasting, capacity planning, scheduling, real-time management and reporting, to ensure that we have the resources required at the right time to meet the desired service goals, enabling an exceptional client experience. The role is also responsible for developing strategies and utilizing the appropriate tools and resources to analyze data and make recommendations to improve the end-to-end Client experience. Self-service functionality and automation should be a part of the thought leadership strategy. The Member Services Contact Center is currently developing new capabilities, and this role will take part in the new technology development. This role will also partner closely with key business stakeholders to understand needs and execute on resourcing plans to successfully meet service levels to optimize performance.

How you will contribute: 

• Leading and developing the WFM team of analysts while supporting the business strategy

• Forecasting for Member Support and Client Service Support Contact Centers utilizing historic data and projected client volumes/behaviors.

• Capacity planning for Contact Centers and back office operations to ensure appropriate resources are available to meet productivity goals

• Daily and Weekly Scheduling for multiple contact centers to allow for training, meetings, 1:1s and huddles while maintaining service levels

• Real-time management

• Acting in a consultative capacity, analyzing historical trends, factoring in strategic initiatives and providing required resource levels to the business areas.

• Supports ad hoc data and analysis requests

• Support and hands on development of new contact flows, and technology enhancements currently underway

What you will bring with you: 

• Able to work with a diverse group of people

• BA/BS degree

• 5+ years of Workforce Management preferred

• Experience with NICE/IEX, AWS and Salesforce preferred

• Knowledge of the insurance or financial services industry preferred

• Prior experience leading Workforce Management teams

• Prior Workforce Management Experience with proven success in supporting forecasting, capacity planning, scheduling, real-time management and reporting

• Ability to work cross functionally and collaborate effectively with business partners

• Proven success influencing peers, clients and stakeholders

• Strong communication and interpersonal skills

• Ability to manage competing priorities, work effectively and independently within time constraints

• Detailed oriented with strong organizational skills

• Superior analytic skills – ability to work with large data sets from multiple sources

• Excellent presentation skills – present analyses/findings in a compelling manner

Do you see yourself in this role even if you haven’t checked all the boxes above? We welcome all talented candidates and are committed to a culture that represents diversity in all forms. If you think you might thrive in this setting, we would love to hear from you. 

 Not ready to apply yet but want to stay in touch? Join our talent community to stay connected until the time is right for you! 

Life is brighter when you work at Sun Life 

• Excellent benefits and wellness programs to support the three pillars of your well-being – mental, physical and financial – including generous vacation and sick time, market-leading paid family, parental and adoption leave, a partially-paid sabbatical program, medical plans, company paid life and AD&D insurance as well as disability programs and more 

• Retirement and Stock Purchase programs to help build and enhance your future financial security including a 401(k) plan with an employer-paid match as well as an employer-funded retirement account

• A flexible work environment with a friendly, caring, collaborative and inclusive culture

• Great Place to Work® Certified in Canada and the U.S.

• Named as a “Top 10” employer by the Boston Globe's “Top Places to Work” two years running 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. 

If you are a California resident, the salary range for this position is: 

• Southern California region: $89,000 - $133,500 annually

• Central California region: $93,900 - $140,900 annually

• Northern California region: $100,400 - $150,600 annually

If you are a Minnesota, Colorado or Nevada resident, the salary range for this position is $85,000 - $127,500 annually.

If you are a Connecticut or Maryland resident, the salary range for this position is $89,000 - $133,500 annually

If you are Washington or Rhode Island resident, the salary range for this position is $93,900 - $140,900 annually.

If you are a New York resident, the salary range for this position is $100,400 -$150,600 annually.

We consider various factors in determining actual pay including your skills, qualifications, and experience. In addition to salary, this position is eligible for incentive awards based on individual and business performance as well as a broad range of competitive benefits. 

Sun Life Financial is a leading provider of group insurance benefits in the U.S., helping people protect what they love about their lives. More than just a name, Sun Life symbolizes our brand promise of making life brighter -for our customers, partners, and communities. Join our talented, diverse workforce and launch a rewarding career. Visit us at www.sunlife.com/us to learn more. 

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

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Our Affirmative Action Program affirms our commitment to make reasonable accommodation to the known physical or mental limitation of otherwise-qualified individuals with disabilities or special disabled veterans, unless the accommodation would impose an undue hardship on the operation of our business. Please email [email protected] to request an accommodation.

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

Project Management - Process

06/11/2024

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.