Posted On: 2-21-2014
Position Title: Section Manager, Planning & Workforce Management
Job Location: Mississauga, Ontario

TITLE:                   Section Manager, Planning & Workforce Management

      LEVEL:                  CL- 04

      STATUS:               Full Time

      BUSINESS UNIT:  PWM & Billing Services

      LOCATION:           Mississauga



The following are the duties of the PWM Section Manager:


  • Coaching – Motivate, coach and provide overall direction to team members, to enhance their skills, increase their knowledge and build confidence.
  • Planning – Organize responsibilities of the team, and assign individually considering current area of focus, skills set, training, and capacity.
  • Communication – Ensure effective exchange of timely and meaningful information with leadership team on situations affecting the employees, and events that impact the customer.
  • Understand the unique needs for each business unit, develop solutions to meet the needs, and build relationships with the management teams
  • Analysis and Recommendations – Regularly lend support and advise to the business units based on analysis of trends, changes anticipated in the business, and information learned and shared regarding staffing.
  • Measure – Measure individual levels of performance against team and individual expectations. Ensure deadlines are met, and information is accurate, detailed, and aligned to the objectives of the company.
  • Develop and implement WFM best practices through ongoing education and networking internally and externally
  • Effective coordination and collaboration with Quebec counterparts.




  • Post Secondary Education – University Degree with 5 years Insurance experience or a College Diploma with 7 years related Insurance experience.
  • Minimum 3 years experience with Planning and Workforce Management are required.
  • Previous experience in a leadership, coaching, or a mentoring role is required.
  • Strong working knowledge of IEX Total View or related scheduling software.
  • ACD familiarity (in particular Genesys Administrator, Insights, Advisor preferred).
  • Familiarity with reports, databases, and how information is stored
  • Good working knowledge of Lotus Notes, Outlook, Word, Excel, Power Point, etc.
  • Advanced English communication skills (verbal and written) are required.
  • Advanced French communication skills (verbal and written) are an asset.




  • Drive for Results
  • Customer Focus
  • Peer Relationships
  • Comfort around higher management
  • Decision making skills
  • Managerial Courage
  • Motivating Others
  • Developing Direct Reports
  • Time Management
  • Interpersonal Savvy
  • Negotiating




Hours: Regular 37.5 hour work week, however flexibility is required to meet business needs.


We are an equal opportunity employer.

Apply to


REPORTS TO:   Manager, PWM & Billing Services