Intraday 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:

Standard opening hours, Monday to Friday from 8am to 8pm

Role Summary:

The Analyst, Intraday Workforce Optimization ensures a consistent quality customer service experience for members, sponsors and providers who contact the SLF Canada Customer Care Centre (SLFC CCC) by monitoring all intraday call volume related activities and optimizing resources allocation. This encompasses the management of the work schedules for approximately 1100 Call Centre staff in collaboration with on-site operational and training leadership. You will work in a fast-paced and dynamic environment.

Main Accountabilities:

• Analyse, optimize & maintain daily and weekly Customer Care Representative (CCR) work schedules
• Monitor, analyze and recommend changes for incoming volume, staffing levels and routing strategies
• Provide daily feedback of site-specific events to CCC leadership
• Support intraday touch-points by providing information and recommendations to the CCC leaders based on data
• Support on immediate responses and actions in emergency situations
• Analyse, track and report on trends, provide solutions or courses of action
• Ensure System maintenance and maintain up to date information in various databases
• Raise workflow concerns in a timely fashion to your direct manager or other operational leaders and provide recommendations on solutions
• Optimize and document internal process and knowledge
• Respond and consult on CCC Operations requests

Competencies:

• Discover, analyze and solve problems using data
• Approach situations with a positive attitude
• Continuous improvement oriented
• Value open and honest feedback
• Be a strong team player
• Multitask proficiently in a fast paced, performance driven environment
• Adapt quickly and comfortably to change
• Handle stress in a high pressure environment
• Attention to detail with strong documentation and follow up skills
• Strong and effective verbal and written communication skills
• Excellent Excel knowledge
• 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.

Assets:

• Experience in a Call Center environment
• Experience with IEX
• Knowledge of Call Centre technologies and best practices
• Call center forecasting and resource planning
• Experience with planning and scheduling tools
• Understanding of queuing theory and call center mathematics
• Flexibility to be scheduled during standard hours of operation

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 thebrightside@sunlife.com.

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.

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