Job Description You will be working on a flexible hybrid schedule as part of Fidelity’s dynamic working arrangement. At Fidelity, we’ve been helping Canadian investors build better financial futures for over 35 years. We offer individuals and institutions a range of trusted investment portfolios and services - and we’re constantly seeking to find new and better ways to help our clients. As a privately owned company, we boldly embrace innovation in all areas as we continue to grow our business into the future. Working with us means you’ll be part of a diverse and dedicated group of people who make a real difference for our clients and communities every day. You’ll have a wide range of opportunities to grow and develop your career in an inclusive environment where you’ll feel valued and supported to be your best - both personally and professionally. What You’ll Do Reporting directly to the Manager Client Services Planning and Analysis, the Team Manager, Optimization will lead a team of Workforce Optimization Coordinators to ensure staffing, targets and service levels are met. They will work with management to implement workforce management strategies across the division to optimize resource allocation and meet service level objectives. The Team Manager, Workforce Optimization is responsible for all aspects of workforce management within the Client Services Division. They will build staffing plans in order to match forecasted workload and communicate these plans on a monthly, weekly and daily basis. They will provide recommendations and an action plan, to implement any necessary changes to optimize service levels. Foster a positive and inclusive work environment, encouraging growth, development, and a commitment to achieving departmental and individual goals. Provide guidance, timely coaching, assist with performance reviews and training for team members, ensuring a high level of expertise in workforce planning methodologies and tools. Oversee the day-to-day operations of the team to ensure we adhere to service level agreements in the contact centre and back-office teams. Work effectively with other business units such as Telecom, Human Resources, Learning & Development, Finance, and other departments in Client Services, to ensure we have adequate communication, training, and headcount. Identify issues or concerns with call flows, process flows, special operation hours, telephony, or any access necessary for front-line staff. Who We’re Looking For Completed University Degree or equivalent work experience. 3+ years of experience working with workforce management software and scheduling tools (e.g. Teleopti, Avaya, Aspect eWFM or Genesys) 3+ years of contact centre operational experience Strong leadership and team management abilities, with a commitment to employee development 3+ years of experience in using ACD’s or other backend telephony systems. IFIC operations course or CSC is an asset The Skills You Bring Ability to thrive in a fast-paced and dynamic work environment. Strong working knowledge in presenting quantitative data via PowerPoint, Excel, Word, etc. Experience creating reports and analysis. Strong analytical and problem-solving skills with a focus on data-driven decision-making Exceptional communication and interpersonal skills Demonstrated ability to identify issues of a complex nature and effectively resolve them. Ability to keep calm in pressure situations, meeting deadlines Current work authorization for Canada is required for all openings. Some of the ways we’ll help you feel valued and supported as part of our team: Flexible working arrangements - 100% remote, hybrid, and in office options Competitive total compensation, including company contributions to your group RRSP without a matching requirement from you Comprehensive health benefits that start on your first day, with 100% employer-paid premiums, that include up to $5000 annually for mental health services and therapy Parental leave top-up to 100% of your salary for a period of 25 weeks Up to $650 for home office equipment Generous time off policy, including 2 paid days annually to volunteer at a charity of your choice Diversity and inclusion programs, including an active network of Employee Resource Groups Extensive professional development opportunities, including access to over 11,000 training and development courses, tuition reimbursement, and monetary rewards for completing a required designation We care a lot about fostering a compassionate, people-centric culture, and are proud to have been named one of Canada’s Top 100 employers for the last five years. Fidelity Canada is an equal opportunity employer Fidelity Canada is committed to fostering a diverse and inclusive workplace. We will consider all qualified applicants for employment regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, family status, protected veterans’ status, Aboriginal/Native American status or any other legally-protected ground. Accommodation during the application process Fidelity Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in the selection process. If you require an accommodation, please email us at FidelityCanadaStaffing@fidelity.ca. No telephone inquiries or agencies please. We thank all applicants for their interest, please be advised that only those selected for an interview will be contacted. Why Work at Fidelity? We are proud to be recipients of the following: Awards • Canada's Top 100 Employers o Greater Toronto's Top Employers o Canada's Top Family-Friendly Employers o Canada's Top Employers for Young People • Great Place To Work® Certified o Best Workplaces for Inclusion o Best Workplaces for Mental Wellness o Best Workplaces for Today's Youth o Best Workplaces for Women o Best Workplaces in Financial Services & Insurance o Best Workplaces in Ontario o Best Workplaces with Most Trusted Executive Teams • LinkedIn Top Companies in Canada • Human Resource Director (HRD) - Best Place To Work o HRD - 5-Star Benefit Program o HRD - 5-Star Diversity & Inclusion Employer Designations • Canadian Compassionate Companies – Certified • Benefits Canada's Workplace Benefits Award - Future of Work Strategy • TalentEgg National Recruitment Excellence Award - Special Award for Diversity & Inclusion in Recruiting • Canadian HR Reporter's Most Innovative HR Team About Us Fidelity Canada has become an employer of choice for talented people seeking rewarding career opportunities in the financial services industry. We look to hire outstanding individuals who want to maximize their potential and be challenged in all aspects of their professional careers. To help our employees excel in their roles at Fidelity, we provide everyone here with the best training, resources and support possible throughout their careers. With our help, there’s no limit to what you can accomplish here. We’re excited you’re considering Fidelity for your career plans. The Search Jobs section is your online source for job opportunities at Fidelity. Using our site is simple - just take a few moments to create an online profile for your ideal job. Your profile is then automatically matched to open positions and you are notified via e-mail each time a match is made. Or, if you prefer, you can search our list of jobs before registering with us. Fidelity Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in the selection process. If you require an accommodation, please email us at FidelityCanadaStaffing@fidelity.ca Fidelity respects the privacy of your information. Click for a detailed data protection and privacy statement .
