Senior Manager, Workforce Management

Aviso Wealth:

At Aviso, we are dedicated to improving the financial well-being of Canadians. As a leading wealth management organization, we are committed to leadership, innovation, partnership, responsibility, and community. Working with talented and energetic professionals who exemplify our values every day, you will quickly notice that our people and dynamic ‘oneaviso’ culture sets us apart. If you are looking for interesting and challenging work, at a company committed to its people, find out more about what Aviso has to offer at

The Opportunity:

We’re looking to fill an opening for a Senior Manager, Workforce Management to join our Client Solutions team.

Reporting to the VP, Customer Service Experience the Senior Manager, Workforce Management is responsible for developing and continuously improving an innovative, employee centric, WFM practice and managing all workforce management activities and tasks in our contact centres. You will also lead our departmental reporting and analysis function. You will also be part of our customer service experience senior leadership team and be a major contributor in shaping and implementing our vision through various projects and initiatives.

We are looking for new and creative approaches to forecasting, scheduling, capacity planning, real-time operations, reporting and analysis. You have a track record of accomplishing this in a world class service department. You will need to influence, negotiate, and collaborate with internal and external partners in our various lines of business as well as CX, Operations, HR, Marketing, I.T., Product Development and more.

This is a critical role in ensuring we can transform and innovate how Customer Service Experience is done.

Who you are:

• Service – You consider both internal and external stakeholders and demonstrate intent of understanding and putting the clients’ needs first. You advocate service excellence and work to deliver solutions that meet the needs. You proactively develop strategic partnerships that allow Aviso Wealth to become a trusted advisor and partner
• Execution – You are committed to achieving your goals and to succeed. This includes focusing on “getting things done”, as well as recognizing and taking advantage of opportunities as they arise. You are consistently looking for ways to improve your personal best and see value in continuous improvement. You take accountability for your actions and learn from mistakes
• Collaboration – You work collaboratively with others with the common goal of driving positive results. Making meaningful contributions to your team to achieve organizational goals is a priority. You proactively encourage collaboration, build trust and inclusion, and work to establish effective relationships both inside and outside of the organization
• Leadership – You lead your team and provide regular direction, guidance, coaching, and motivation, all while striving for peak performance. You assist them in overcoming obstacles through additional resources, removal of roadblocks, and providing the level of support required for their success. You delegate and deliver feedback based on the in-depth understanding of your individual team members

What your day looks like:

• Develop and continuously improve people (coaching, improving training, communications, engagement, etc.), process (enhancing operations and increasing efficiencies) and technology (leveraging technologies, automating processes and making recommendations for technology improvements where applicable)
• Develop innovative WFM practices that are ground-breaking
• Lead our departmental reporting and analysis function
• A major contributor in shaping and implementing our vision through various projects and initiatives
• Develop and implement new and creative approaches to forecasting, scheduling, capacity planning, real-time operations, reporting and analysis
• Partner with the leadership team to evolve this new contact centre in an organization obsessed with Customer Experience. It is all about the customer from design to servicing
• Challenge the status quo and join us on the road less travelled. You will fail fast and learn even faster
• Partner with other…