Manager, Workforce Management

Equitable • Waterloo, ON

36d • Hybrid

About The Position

At Equitable, we believe work should be a place where you feel supported, inspired, and empowered to grow. In our caring and collaborative environment, your curiosity is encouraged, your passion is recognized, and your contributions truly matter. Together, we create meaningful impact, for our clients, our communities, and each other.
The Opportunity: At Equitable, we believe great things happen when we work together. We’re a Canadian mutual company driven by purpose - putting people first and helping Canadians protect today and prepare for tomorrow. If you’re passionate about making a difference and growing your career in an inclusive and collaborative environment, we’d love to hear from you. Our culture is built on care, passion and curiosity. We put people above all else, strive to be our best and welcome new ideas to deliver positive outcomes.
As Manager, Workforce Management, you’ll lead a team of analysts responsible for ensuring the right people, with the right skills, are in place to meet client demand across all interaction channels. Through data‑driven forecasting, scheduling, and real‑time service management, you’ll balance service levels, operational efficiency, and employee well‑being.
Working closely with Client Care Centre (CCC) leaders, you’ll translate evolving business needs into effective workforce strategies that support consistent service performance and a positive employee experience across Individual Insurance, Individual Wealth, and Group Benefits.

Join one of the region’s top employers and be part of something that truly makes a difference.

Work Arrangements: This is a hybrid role. You will work in our office in Waterloo, ON a minimum of two (2) assigned, consecutive days every other week, plus a fifth (5th) assigned day per month. You are welcome to work from the office more than the minimum requirement and there may be some roles that are required to work in our office more than the minimum requirement.

Requirements

• 5+ years of experience leading service‑driven Contact Centre teams, with a demonstrated ability to coach, mentor, and motivate high‑performing, cross‑functional teams.
• 5+ years of hands‑on experience in Contact Centre Workforce Management, including forecasting, capacity planning, and scheduling across multiple interaction channels (voice, email, chat).
• Deep understanding of contact centre operations, WFM best practices, roles, and service‑level drivers.
• Strong analytical skills with the ability to interpret complex data, identify trends, and translate insights into actionable recommendations.
• Experience developing, communicating, and presenting forecast models, performance insights, and risk assessments clearly to leadership audiences.
• Experience working with contact centre forecasting and WFM tools to support short‑ and long-term staffing strategies.
• Hands‑on experience using Genesys Cloud for intraday management, scheduling, capacity planning, and performance reporting.
• Strong leadership and people‑management skills, including performance management, staff development, succession planning, and retention strategies.
• Proven experience recruiting, hiring, onboarding, and developing talent in a fast-paced contact centre environment.
• Highly service‑oriented mindset with the ability to thrive under pressure and manage competing priorities in a dynamic environment.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint) with advanced analytical and presentation capabilities.
• Strong decision‑making and problem‑solving abilities, including KPI development and performance measurement to drive continuous improvement.
• Solid understanding of budget planning, financial constraints, and the relationship between staffing decisions and cost outcomes.
• Excellent written and verbal communication skills with strong facilitation, negotiation, and stakeholder‑management abilities.
• A collaborative approach with the ability to build strong relationships across teams and organizational levels.
• Creative and strategic thinker who can quickly understand business objectives and develop practical workforce solutions that balance service, cost, and employee experience.

Responsibilities

• Develop and continuously enhance short, medium and long term forecasting and capacity‑planning models across all interaction channels) across all lines of business.
• Identify optimal staffing levels and skill mixes to achieve service‑level objectives while balancing budget and operational constraints.
• Analyze historical trends, seasonality, and business‑driven events to anticipate future demand and translate insights into actionable staffing strategies.
• Monitor forecast accuracy, schedule effectiveness, and performance results, driving root‑cause analysis and continuous improvement initiatives.
• Oversee end‑to‑end scheduling processes, ensuring schedules balance service requirements, employee availability, skill coverage, and workload sustainability.
• Provide real‑time and intraday service management leadership, responding to demand fluctuations and emerging service risks through staffing adjustments and contingency strategies.
• Lead, mentor, and develop a team of Workforce Management Analysts, fostering a high‑performance culture focused on accountability, collaboration, and continuous improvement.
• Set clear performance expectations, conduct coaching and performance evaluations, and support career growth through development planning and targeted learning opportunities.
• Lead recruitment and onboarding efforts, including interviewing, hiring decisions, and maintaining up‑to‑date job descriptions aligned to evolving business needs.
• Translate complex operational data into clear, actionable insights and recommendations for CCC leadership, LOB partners, and frontline leaders.
• Build strong partnerships with CCC leaders across all lines of business to align workforce strategies with business priorities, initiatives, and service expectations.
• Collaborate with Technology and Operational Support teams to resolve system issues impacting service delivery and ensure uninterrupted operations

Benefits

• Career Growth: Regular learning sessions and development opportunities
• Total Rewards: Incentive pay, annual salary reviews, employer-paid benefits and pension matching
• Time Away: Competitive vacation plus one paid volunteer day each year
• Flexibility: Healthy work-life balance with employee wellness always top of mind, complemented by a “dress for your day” approach

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 251-500 employees