Manager, Forecasting – Workforce Management

Sun Life

. Lead and mentor Forecasting Analysts, providing guidance and professional development opportunities .

Posted 11/6/2026full-timeMontreal • CanadaMid-LevelSenior💰 CA$85,000 - CA$128,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates advanced expertise in forecasting and capacity planning, utilizing statistical methods and data analysis to drive operational decisions. Proficient in stakeholder management and project leadership, ensuring alignment between operations and workforce management.

Highest-signal resume keywords

Forecasting Model DevelopmentPython ProgrammingAWS SagemakerSQL QueryingTableau or Power BI Visualization

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Data AnalysisPredictive AnalysisDemand PlanningTime Series Data AnalysisStatistical Forecasting MethodsCapacity ModelingForecast Accuracy MeasurementProcess OptimizationProject ManagementErlang-C Understanding

Soft Skills

Analytical SkillsCritical ThinkingCreative Problem-SolvingCommunication SkillsStakeholder Relationship Management

Tools & Technologies

TableauPower BIWorkforce Management SoftwareIEXGenesysAmazon ConnectPega

Certifications & Qualifications

Reliability Status Clearance

Industry Keywords

Call Center MathematicsQueuing TheoryContinuous Improvement MethodologiesBPO EnvironmentsCapacity Plans

Tech Stack

Tools & technologies

AWSErlangPythonSQLTableau

About the role

Key responsibilities & impact

Lead and mentor Forecasting Analysts, providing guidance and professional development opportunities
Design, maintain, and refine forecasting models and resource plans accounting for volume fluctuations, productivity, attrition, training, and external influences
Investigate business processes and create sophisticated models of workflow and demand patterns
Measure and forecast demand across multiple business units using forecasting techniques and statistical approaches
Calculate optimal staffing levels and translate forecast volumes into comprehensive capacity models
Collect, manipulate, and analyze capacity, supply, demand, and business process data
Maintain and measure resourcing forecasts, capacity models, and performance metrics
Provide analysis, insights, and recommendations to senior leaders and stakeholders for evidence-based operational decisions
Assess initiative and project impacts on capacity and workload
Facilitate alignment between Operations and Workforce Management teams on forecasting and planning requirements
Lead projects and assignments through planning, estimation, and completion
Identify and implement continuous improvements in forecasting and workforce management processes
Apply statistical and scientific rigor to business-data analysis
Act as subject matter expert or technical team lead on forecasting and capacity planning projects
Ensure data accuracy, timeliness, and alignment with client and business partner needs
Identify metric drift and recommend data-driven action plans

Requirements

What you’ll need

Minimum 3+ years of experience in data analysis with an emphasis on forecasting, predictive analysis, or demand planning
Minimum 5+ years of experience in stakeholder management, process optimization, and/or workforce planning
Proven experience building and managing forecasting models using Python and AWS Sagemaker
Demonstrated proficiency visualizing model outcomes and complex data using Tableau or Power BI
Strong SQL querying skills and experience with large databases and complex data relationships
Advanced expertise in time series data analysis and statistical and simulation-based forecasting methods
Experience measuring and interpreting forecast accuracy and assessing model validity and appropriateness
Ability to turn forecast volumes into comprehensive capacity models accounting for multiple planning factors
Superior analytical skills and ability to turn insights into actionable recommendations
Experience building and managing relationships with multiple stakeholders across organizational levels
Proven project management experience leading initiatives to completion
Strong critical thinking and creative problem-solving skills
Excellent communication and presentation skills for explaining complex data and concepts to diverse audiences
Experience managing people and coordinating/prioritizing work across teams
Ability to operate in a fast-paced, abstract environment while balancing daily responsibilities with long-term improvement initiatives
Understanding of Erlang-C and workforce management model biases and limitations
French and English, both oral and written, required for Quebec-based positions
Reliability Status Clearance required before employment starts
Preferred: Bachelor's degree in Statistics, Operations Research, Computer Science, Software Engineering, Mathematics, Econometrics, or equivalent experience
Preferred: Experience with Workforce Management Software (IEX, Genesys, Amazon Connect, Pega)
Preferred: Experience building and maintaining forward-looking capacity plans, call center/contact center environments, BPO environments, call center mathematics and queuing theory, and continuous improvement methodologies

Benefits

Comp & perks

The opportunity to move along a variety of career paths with amazing networking potential
A friendly, collaborative, and inclusive culture
Recognition as a 2026 Best Workplaces in Ontario by Great Place to Work® Canada
Excellence Canada's top-level certification, the Canada Order of Excellence for Mental Health at Work® for prioritizing employee well-being and fostering a positive work culture
Wellness programs that support the three pillars of your health – mental, physical, and financial
Being part of our Analytics and Workforce Management communities, where you'll share best practices and broaden skill sets across the organization
Hybrid work flexibility, with the choice to work from both the office and virtually based on business, client, and employee needs
Incentive plans for eligible employees, with payments discretionary and subject to individual and company performance