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.

At Sun Life, we look for optimistic people who want to make life brighter for our Clients. We understand the value of diverse cultures, perspectives, and identities, and want you to bring your full and authentic self to work. Every day, you’ll be empowered and challenged by working with dynamic colleagues to find new and innovative ways to make Sun Life the best benefits company in America.

The opportunity: The Senior Manager, Workforce Management role is for a strategic leader that has extensive and proven competencies leading and developing workforce management functions including: forecasting, capacity planning, scheduling, real-time management and reporting, to ensure that we have the resources required at the right time to meet the desired service goals, enabling an exceptional client experience. The role is also responsible for developing strategies and utilizing the appropriate tools and resources to analyze data and make recommendations to improve the end-to-end Client experience. Self-service functionality and automation should be a part of the thought leadership strategy. The Member Services Contact Center is currently developing new capabilities and this role will take part in the new technology development. This role will also partner closely with key business stakeholders to understand needs and execute on resourcing plans to successfully meet service levels to optimize performance.

Sun Life is embracing the future of work and most of our positions have the option to work virtually, from your home office. Sun Life's physical offices in Wellesley, MA, Hartford, CT, Portland, ME and Kansas City, MO have been designed to support in-person and virtual team connections.

How you will contribute:

• Leading and developing the Workforce Management team of analysts while supporting the business strategy
• Forecasting for Member Support and Client Service Support Contact Centers utilizing historic data and projected client volumes/behaviors
• Capacity planning for Contact Centers and back-office operations to ensure appropriate resources are available to meet productivity goals
• Daily and Weekly Scheduling for multiple contact centers to allow for training, meetings, 1:1s and huddles while maintaining service levels
• Real-time management
• Acting in a consultative capacity, analyzing historical trends, factoring in strategic initiatives and providing required resource levels to the business areas
• Supporting ad hoc data and analysis requests
• Supporting and hands on development of new contact flows, and technology enhancements currently underway

What you will bring with you:

• Ability to work with a diverse range of people
• Prior experience leading Workforce Management team
• Prior Workforce Management Experience with proven success in supporting forecasting, capacity planning, scheduling, real-time management and reporting for Contact Centers/Call Centers
• Ability to work cross functionally and collaborate effectively with business partners
• Proven success influencing peers, clients and stakeholders
• Strong communication and interpersonal skills
• Ability to manage competing priorities, work effectively and independently within time constraints
• Detailed oriented with strong organizational skills
• Superior analytic skills – ability to work with large data sets from multiple sources
• Excellent presentation skills – present analyses/findings in a compelling manner

Required Experience:

• College degree preferred
• 5+ years of Workforce Management
• Experience with NICE/IEX, AWS and Salesforce preferred
• Knowledge of the insurance or financial services industry preferred
• Knowledge of insurance products and processes preferred
• Demonstrated success in negotiation, persuasion, and solutions‐based service requiring cross departmental involvement
• Proven record of providing strong and effective customer service
• Demonstrated aptitude for and strong bias toward coaching, mentoring and performance managing a team; ability to encourage, influence, and guide individuals or teams in learning and improving effectiveness
• Ability to establish and build effective working relationships and partnerships with internal partners, Clients, and vendors
• High level of professionalism with superior communication skills; written and verbal

Do you see yourself in this role even if you haven’t checked all the boxes above? We welcome all talented candidates and are committed to a culture that represents diversity in all forms. If you think you might thrive in this setting, we would love to hear from you.

Not ready to apply yet but want to stay in touch? Join our talent community to stay connected until the time is right for you!

Life is brighter when you work at Sun Life

• Excellent benefits and wellness programs to support the three pillars of your well-being – mental, physical and financial – including generous vacation and sick time, market-leading paid family, parental and adoption leave, a partially-paid sabbatical program, medical plans, company paid life and AD&D insurance as well as disability programs and more
• Retirement and Stock Purchase programs to help build and enhance your future financial security including a 401(k) plan with an employer-paid match as well as an employer-funded retirement account
• A flexible work environment with a friendly, caring, collaborative and inclusive culture
• Great Place to Work® Certified in Canada and the U.S.
• Named as a “Top 10” employer by the Boston Globe's “Top Places to Work” two years running

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

If you are a California resident, the salary range for this position is:

• Southern region: $87,100-$130,700 annually
• Central region: $97,900-$137,800 annually
• Northern region: $98,200-$147,300 annually

If you are a Colorado resident, the salary range for this position is $83,200-$124,700 annually.

If you are a New York resident, the salary range for this position is $98,200-$147,300 annually.

If you are Washington resident, the salary range for this position is $97,900-$137,800 annually.

We consider various factors in determining actual pay including your skills, qualifications, and experience. In addition to salary, this position is eligible for incentive awards based on individual and business performance as well as a broad range of competitive benefits.

Sun Life Financial is a leading provider of group insurance benefits in the U.S., helping people protect what they love about their lives. More than just a name, Sun Life symbolizes our brand promise of making life brighter -for our customers, partners, and communities. Join our talented, diverse workforce and launch a rewarding career. Visit us at www.sunlife.com/us to learn more.

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.

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Our Affirmative Action Program affirms our commitment to make reasonable accommodation to the known physical or mental limitation of otherwise-qualified individuals with disabilities or special disabled veterans, unless the accommodation would impose an undue hardship on the operation of our business. Please email recruitingUS@sunlife.com to request an accommodation.

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.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.