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Manager, Demand & Capacity Planning


This is a Contract position in Vaughan, on posted November 18, 2021.

At Rogers, we connect Canadians to a world of possibilities and the memorable moments that matter most in their lives.

Every day we wake up with one purpose in mind.

To bring loved ones together from across the globe.

To connect people to each other and the world around them.

To help an entrepreneur realize their dream.

A sports fan celebrate a special moment.

Because we believe connections unite us, possibilities fuel us, and moments define us.

This role has been posted in locations where we have a Rogers corporate site.

We encourage qualified candidates from across the country to apply who can reasonably commute to one of these locations.

As we grow our team, the well-being of our team members remains our top priority.

To ensure the health and safety of our team members, including those in the recruitment process, our team members are working from home, and are equipped to do so safely and efficiently.

The Manager, Demand & Capacity Planning provides expertise on workforce planning in their area of business by working closely with Operational leadership, HR and Finance to bring a fact-based highly analytical approach to all recommendations.

The individual must maintain an intimate knowledge of all drivers of call centre capacity/demand planning, avoiding potential roadblocks, in achieving our long term goals.

What you will do: Leadership:
– Influence and make recommendations to Operations primes and business stakeholders to achieve common objectives
– Consult with and provide recommendations that will deliver on customer service objectives whilst managing Expense budgets, that are aligned to strategic objectives
– Provide direction and insights with cross functional teams to ensure excellence in execution
– Act as proponent for Care Nation in cross functional and project meetings
– Develop strategic presentations for key partners and senior executives Analytics:
– Analyze complex information, uncover trends, provide data driven insights and conduct strategic initiatives to inform business actions and drive performance
– Identify and deliver recommendations against opportunities and risks
– Provide proactive consultation and analysis to drive superior business performance
– Track, report on and lead action plans across all queues OPEX Management:
– Work closely with Finance to ensure that accurate OPEX forecasts, pertaining to internal and vendor capacity, are submitted to enable the achievement of service delivery targets
– Monitor and provide insights, on a daily basis, to ensure that workforce KPI’s are balanced and OPEX commitments are met
– Effectively manage workforce targets with Operations leadership by developing action plans and insights to improve overall performance Efficiency & Growth:
– Deliver on interval/daily/weekly/monthly/annual commitments by actively evaluating trends and pre-emptively engaging with relevant primes on gap closure tactics when forecasting performance gaps
– Develop tactics to manage to KPI’s, supplying financial details to determine ROI and garnering the necessary approvals
– Identify process improvement measures to maximize efficiencies and productivity across workforce metrics
– Identify and monitor all key drivers for demand forecast, capacity planning, and workforce productivity
– Collaborate with Operations teams to share and implement best practices across all regions What you bring to the role:
– 5 years of progressive workforce and/or telecommunications experience
– Post-secondary education in Business, Math, Statistics, or other quantitative field
– Forecasting and/or capacity planning experience, with a keen eye to notice trends and a rigorous approach to data driven storytelling
– Confident, transparent and concise communicator with a knack for visualizing data and building sharp PowerPoint slides
– Comfortable with presenting findings to executive level audiences
– Strong knowledge of database concepts; experience with SQL, Python, R is an asset
– Excellent analytical and problem solving skills with ability to define critical issues
– Ability to summarize information into key insights, establishing linkages to business strategy and objectives while generating ideas to improve business performance
– Consultative with ability to conceptualize and execute initiatives that drive growth and profitability
– Self-starter with ability to solve ambiguous / open ended business challenges
– Effective project management skills and ability to progress multiple projects simultaneously
– Strong negotiation skills based on a thorough understanding of workforce planning practices
– Ability to manage internal clients at all levels of the organization Schedule: Full timeShift: DayLength of Contract: Not Applicable (Regular Position)Work Location: 333 Bloor Street East (012), Toronto, ON Travel Requirements: Up to 10%Posting Category/Function: Call Centre Operations & Workforce / SchedulingRequisition ID: 249361 Together, we’ll make more possible, and these six shared values guide and define our work: 1.

Our people are at the heart of our success 2.

Our customers come first.

They inspire everything we do 3.

We do what’s right, each and every day 4.

We believe in the power of new ideas 5.

We work as one team, with one vision 6.

We give back to our communities and protect our environment What makes us different makes us stronger.

Rogers has a strong commitment to diversity and inclusion.

Everyone who applies for a job will be considered.

We recognize the business value in creating a workplace where each team member has the tools to reach their full potential.

At Rogers, we value the insights and innovation that diverse teams bring to work.

We work with our candidates with disabilities throughout the recruitment process to ensure that they have what they need to be at their best.

Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work.

You matter to us For any questions, please visit the Rogers FAQ.

Posting Notes: Corporate