The Enterprise Workforce Management (WFM) team is part of the TD Bank Group TECE / NACO Shared Services model supporting the customer and employee experience across all customer segments North American Contact Center lines of business, including Canadian Banking Pillar, Wealth Contact Center, TD Insurance and US Contact Center. Enterprise Workforce Management is a trusted advisor to our partners through proper workforce planning & management ensuring the right people are in the right spot at the right time providing our customers with legendary service. WFM supports and manages the Workforce Management practices in various geographical locations, ensuring scheduling, forecasting, enterprise capacity planning and workforce management process optimization.

• Lead the Workforce Integration & Enablement team by proactively driving process transformation with innovation; demonstrates creativity with strong critical thinking, quantitative and problem-solving skills.
• Leads the development and maintenance WFM productive tools and processes to report on internal CoE objectives and Key Performance Indicators (KPI’s).
• Partner with executives and participate in the success of the business by offering strategic solutions which align with the CoE support responsibilities
• Responsible for compliance with EWFM/Phone Channel / TD Bank Group values and priorities Act as a champion to support the vision of the business and EWFM through leadership
• Leads collaborative discussions with Stakeholders to identify, develop and execute strategic solutions that drive alignment across the businesses, with measurable objectives based on the details of the change.
• Demonstrate talent in driving new concepts & leveraging WFM practice to develop leading edge champion / challenger tests & presenting results to leadership.
• Lead an end to end WFM deployment responsible for forecasting and aligning the scheduling and Intraday need from central function to support WFM and business solutions for TD’s internal partners
• Strategic thinker and provides thought leadership on eWFM strategies including distributed work and distributed workforce
• Demonstrates effective, polished and professional presentation/facilitation skills to multiple audiences, to support confident and credible interactions with employees and leaders at multiple levels within the organization.
• Lead an end to end WFM deployment responsible for forecasting and aligning the scheduling and Intraday need from central function to support WFM and business solutions for TD’s internal partners

• Knowledge of the contact centre industry, and of WFM, best practice and processes
• Ability to lead large scale change initiatives
• Assessing risk, issues and challenging the status quo
• Ability to maneuver the organization
• Relationship builder of North American Scope
• Establish clear accountabilities for senior leadership team and align performance management
• Maintain high employee engagement levels and strengthen high performing, collaborative, client-focused culture through the use of different practices
• Hold team members accountable on commitments and performance targets
• Strong relationship capabilities and collaborative approach
• Business Acumen leveraging SME and Technical expertise
• Strong People Leadership capabilities for NA Team across multiple locations
• Run a customer focused business with legendary customer experiences
• Promote a unique and inclusive performance-based employee culture
• Ability to maximize efficiency, build scale, and sustainability into operating cadence
• Must be able to work cross organizationally
• Live the Leadership profile: Build for the Future, Make an Impact, Act Decisively While Working in Teams
• Inspire a positive work environment and help champion quality, innovation, teamwork and service to the business.
• 10+ years of experience in Workforce Management