Nickolas Goetz
Workforce Planning Manager at Sun Life
Based in Waterloo, Canada
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Seniority
Manager
Department
Human Resources
Location
Waterloo
Industry
Financial Services
Company size
38K
Contact information
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n•••••••@sunlife.com
Phone
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Background
About Nickolas Goetz
13+ years of workforce management experience with additional experience in contact center service and operations, ranging from real time analytics and intraday support, to scheduling, short and long term forecasting and resource planning. Further emphasis on long term capacity planning in a deferred demand environment with 12 month + productivity ramp up trajectories. Expertise and proficiency with Verint, Avaya, IEX, Totalview, Excel, Qlikview and Strategic Planner. Currently leading a small team of resource planners and workflow coordinators to ensure stable service and deliver proactive insights to business partners. High degree of focus on bottom up planning requirements and a real emphasis on understanding effective capacity in a multi-skilled, multi-channel environment. Focused on looking for more precise/reliable ways of measuring and benchmarking productivity. Expertise in building capacity plans from the ground up.
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