Posted On: 07-01-2017
Position Title: Workforce Planning Manager
Job Location: Burnaby, British Columbia, Canada
Apply Online:{843DB9B7-D924-4140-9EA9-95F1DD3E5E42}&LAN=en-US&BackUrl=ViewJobs/Default.asp .


Position Overview

Within a customer centric culture and in accordance with the organization’s strategic vision, core values and leadership/customer service competencies, reporting to the Manager, Customer Operations and Contact Centre, this position is responsible to provide leadership in the planning, implementation and maintenance of workforce planning scheduling and forecasting systems, operating structures, polices, processes and procedures for Customer Contact Centre operations.


Provide leadership in the planning, implementation and maintenance of workforce planning scheduling and forecasting systems, operating structures, policies, processes and procedures for Customer Contact Centre operations; ensure best practice in resource planning and forecasting methods are utilized. Collaborate with key stakeholders to ensure systems for workforce planning and data collection are in place to enable the effective execution of short and long-range strategies and future availability of resources.

Liaise with Contact Centre Managers and others to develop and maintain procedures and processes for optimal staffing coverage; monitor and evaluate service delivery to meet customer needs based on measurable indicators. Provide oversight to the collection and analysis of contact centre trends to predict long term and short term staffing needs and provide recommendations to leadership team on resource requirements. Support the tracking of employee scheduling preferences including planned and unplanned absences. Communicate individual work schedules and react to unplanned changes by developing scheduling alternatives in real time to ensure consistent service levels. Responsibility for the update and maintenance of the annual capacity plan and forecast headcount and FTE requirements, development of annual labour budget for contact centres and monthly variance explanations.

Ensure timely capture of accurate information to establish employee proficiencies and skill sets across multiple communication channels to ensure all customer requests are handled in a timely manner by the most qualified available agent.

Provide leadership and direction to team of Workforce Analysts utilizing effective management techniques; hire staff and ensure effectiveness of employee training. Set performance expectations and conduct regular performance reviews. Oversee, coordinate and delegate work assignments to meet operational demands and stakeholder needs; set performance expectations and conduct regular performance reviews.

Collaborate with leadership team and key stakeholders in the execution of related strategies; provide support and consultation related to maximizing value and productivity for the contact centre. Develop and implement policies, procedures, systems and mechanisms and prepare relevant reference material to enable consistent application.

Maintain awareness of new developments in workforce planning technology, contractual changes and industry trends in resource management. Introduce new developments, concepts and requirements related to improve resource planning and utilization and customer service; act as an advocate for change and continuous improvement.

Conduct work in a manner that prevents injuries and incidents, and contributes to FortisBC’s Target Zero Mission. Maintain knowledge and understanding of safety policies, practices and procedures. Lead by example by putting safety first at all times.



Education and Experience:
Bachelors degree in a related discipline from a recognized program plus Five (5) years recent, related experience in workforce planning in a leadership capacity or an equivalent combination of education, training and experience. Valid BC Drivers License. Call Centre and/or Customer Service experience is not required but considered an asset

Role Requirements:
• Knowledge of the Utility Industry
• Experience working in unionized and/or regulatory environment.
• Knowledge of best practices in financial analysis, planning and modeling
• Knowledge of regulatory legislation, processes, principles and constructs
• Knowledge and understanding of budget processes and procedures
• Knowledge of collective agreements and organizational standards and policies
• Demonstrated ability to apply superior judgment, strategic and innovative thinking in decision making
• Demonstrated ability to provide leadership and motivate team members
• Demonstrated ability to effectively persuade and influence others, negotiate solutions
• Demonstrated ability to develop and maintain effective working relationships
• Demonstrated ability to communicate effectively both verbally and in writing
• Demonstrated ability to organize work, meet priorities and to work within demanding work schedules.
• Demonstrated ability to analyze and resolve problems/conflict
• Demonstrated ability to work both independently and as part of a team
• Intermediate level computer skills in Microsoft Office Suite
• Familiarity with CIC and IC WEB (SAP) an asset


Additional Information

Occasional travel to Prince George, Trail and Kelowna will be required.

Making safety our #1 priority
At FortisBC, safety is at the core of everything we do and we strive to reach for zero injuries and incidents, every day. Our employees are each an example of this commitment, at work, at home, and in the communities we serve.

Contact Information:

All job applications are completed using our online system. We require all job seekers to apply online to reduce paper use and allow us to collect candidate consent.

This position can be found at{843DB9B7-D924-4140-9EA9-95F1DD3E5E42}&LAN=en-US&BackUrl=ViewJobs/Default.asp .

Click Apply Now at the bottom of the page. If you’re a first-time candidate, you will be prompted to register and create a profile with your education and experience. If you’re a returning candidate, you may edit and re-use your existing profile to apply for different job opportunities with FortisBC.