Description
Are you looking for unlimited opportunities to develop and succeed? Do you enjoy work that challenges and makes a difference in a flexible and supportive environment? Does working in a fast paced, ever-changing environment bring out the best in you?
We're a large financial company with a new mission; “Decisions made easier. Lives made Better” and a new focus - transforming to a digital customer-centric leader. Last year, Manulife / John Hancock spent over $1 billion on technology. We are all in with agile, modern tools and processes, having no speed limit for this transformation!
Manulife looks for leaders who are committed to supporting and developing their employees. Successful leaders will affect performance and the achievement of organizational goals through others by building relationships of trust, fostering collaboration and promoting adaptability.
The Director, Contact Center Workforce Planning and Forecasting is responsible for long-range and short-term forecasting, capacity planning, scheduling, and the linking of our workforce plans to our financial outcomes. Supports a global organization of 3500 employees. You will lead and manage an organization of 50+ individuals whose role is to forecast, plan and ensure we deliver on the financial outcomes of our business objectives. You and your team are a key contributor in providing an extraordinary experience to our customers interacting with our Contact Centers.
Through thought leadership and strong relationships built with Contact Center Business Unit leaders, the Director will evolve the requisite support services to deliver service levels, optimize cost and balance employee needs. As technology changes and evolves within the Contact Center ecosystem and WFM space, this Director and their team will need to understand the technology to help optimize workforce outcomes.
For optimum success in this role, you will have the unique ability to combine highly developed analytical skills, strong leadership capabilities and balance multiple priorities.
Responsibilities:
What motivates you?
What we are looking for:
What can we offer you?
Our commitment to you:
About Manulife and John Hancock
Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.
Manulife is an Equal Opportunity Employer
Salary & Benefits
The annual base salary for this role is listed below.
Primary Location
Toronto, Ontario
Salary range is expected to be between
$103,050.00 CAD - $185,490.00 CAD
If you are applying for this role outside of the primary location, please contact for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.
Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact for more information about U.S.-specific paid time off provisions.