Capacity Planning Analyst

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.

Job Description:

At Sun Life, we work together, share common values and encourage growth and achievement. We offer many career paths that attract a wide variety of talent and skills. Follow a path that lets your talents shine.

Are you a data enthusiast with strong analytical skills and a talent for transforming complex information into compelling actionable insights and strategic decision-making?

We seek a tactical collaborator to partner with our operational teams in developing and implementing optimal resource plans.  In this pivotal role as a Capacity Planning Analyst, you will leverage projected work volumes, along with staffing data to develop forward-looking strategies that address the workforce requirements of diverse business units. 

Collaborating closely with operations, you will update and optimize resource plans, while taking into account business constraints. You'll analyze the impact of both internal and external factors and provide recommendations for potential solutions to enhance overall workforce efficiency and effectiveness.  Your strategic insights and data-driven analyses will directly inform and shape critical operational decisions regarding optimal staffing levels across the organization. 

This dynamic role demands a versatile professional with exceptional organizational skills, innovative problem-solving abilities and a collaborative spirit. The ideal candidate will possess outstanding communication and presentation skills, embrace new approaches and excel at managing multiple assignments simultaneously.

What Will You Do?

• Create, maintain and optimize capacity plans incorporating hiring timelines and analysis on attrition, effort and shrinkage along with other key variables impacting capacity
• Gather critical insights from operation teams on project impacts and other factors influencing work volumes and impacts to workforce capacity
• Strategically support operations in planning of vacations, training and other pivotal events
• Expertly collect, manipulate and analyze data sets related to capacity, supply and demand extracting actionable insights
• Formulate and refine the creation of an annual staffing budget forecast ensuring alignment with organizational goals
• Calculate optimal staffing levels based on forecasts, capacity models and other inputs while adhering to business constraints
• Conduct comprehensive analyses of recent actual results against capacity plans, identifying root causes of variances and their impacts on key performance indicators (KPIs)
• Facilitate the strategic balancing of staffing requirements across different business units optimizing resource allocation
• Collaborate with cross-functional teams delivering modeling analyses, insights and recommendations to senior leadership that drive evidence-based operational decision making
• Collaborate with other WFM (Workforce Management) team members to refine plans and ensure seamless continuity of resourcing
• Champion innovation and continuous improvement, actively identifying and implementing process enhancements to drive operational excellence
• Optimize daily capacity workflow to enhance operational efficiency, enabling teams to accurately forecast resource requirements, proactively adjust staffing levels and effectively meet turnaround time (TAT) goals, while improving service delivery

What you need to succeed:

• Undergraduate degree in Business, Mathematics or similar discipline preferred
• Demonstrated success of 3+ years in WFM or related professional experience
• Proven experience in data analysis, capacity planning and workforce modeling
• Strong critical thinking & creative problem-solving skills
• Experience in data manipulation, transformation and analytics techniques
• Demonstrated success working collaboratively within a team to produce results
• Proficient in data visualization (Tableau and Excel), transforming complex data into actionable insights for operational leadership to support decision-making
• Ability to build partnerships, work collaboratively and develop relationships with a variety of stakeholders
• Exceptional ability to prioritize tasks and manage multiple projects/assignments simultaneously
• Flexibility to adapt to changing priorities and ability to meet deadlines consistently
• Organized with sound attention to detail and accuracy in all aspects of work
• Strong written and verbal communication skills to coordinate with peers and stakeholders
• Highly self-motivated professional with a proven track record of working independently, prioritizing tasks, and managing time efficiently to meet deadlines
• 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.

Preferred Assets:

• Experience building workforce capacity planning and modeling
• MS Office proficiency required
• Data Visualization (Tableau) and analysis
• SQL experience
• Experience integrating WFM Software (IEX, Genesys, Pega) with capacity plans
• Understanding of Erlang calculations

What’s in it for you?

• We’re honoured to be recognized as a 2024 Best Workplaces in Ontario by Great Place to Work® Canada.
• We are thrilled to be recognized by Excellence Canada with their top-level certification, the Canada Order of Excellence for Mental Health at Work®, for prioritizing employee well-being, fostering a positive work culture, and achieving excellence in mental health.
• We’re proud to be recognized as a company with a 2023 Most Trusted Executive team by Great Place to Work® Canada.
• Wellness programs that support the three pillars of your health – mental, physical, and financial
• The opportunity to move along a variety of career paths with amazing networking potential.
• As a hybrid organization, you and your leader use business and Client needs to choose where you work, at home or in the office

Requirement of the role:

As a condition of the role, the successful candidate must obtain a Government of Canada Reliability Status security clearance through Sun Life in advance of the start date

The Base Pay range is for the primary location for which the job is posted. It may vary depending on the work location of the successful candidate or other factors. In addition to Base Pay, eligible Sun Life employees participate in various incentive plans, payment under which is discretionary and subject to individual and company performance. Certain sales focused roles have sales incentive plans based on individual or group sales results.  

Diversity and inclusion have always been at the core of our values at Sun Life. A diverse workforce with wide perspectives and creative ideas benefits our Clients, the communities where we operate and all of us as colleagues. We welcome applications from qualified individuals from all backgrounds.

Persons with disabilities who need accommodation in the application process, or those needing job postings in an alternative format, may e-mail a request to [email protected].

We are proud to be a hybrid organization that offers our employees the choice and flexibility to work from both the office and virtually based on the needs of the business, our Clients and you! Several work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

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