Manager, Reporting, Planning & Forecasting

Come make your difference in communities across Canada, where authenticity, trust and making connections is valued as we shape the future of Canadian retail, together.

Our unique position as one of the country's largest employers, coupled with our commitment to positively impact the lives of all Canadians, provides our colleagues a range of opportunities and experiences to help Canadians Live Life Well®.

At Loblaw Companies Limited, we succeed through collaboration and commitment and set a high bar for ourselves and those around us.

Whether you are just starting your career, re-entering the workforce, or looking for a new job, this is where you belong.

In the Customer Support Centre of Excellence (CoE) Contact Centre, we aim to provide PC Financial, PC Optimum, Loblaw Digital, Loblaw Retail, and SDM Retail customers an effortless experience in the moments that matter.

We leverage technology, automation, and delivery optimization to improve customer and colleague experiences. We collaborate with technology and products teams to create synergy and deliver value.

We are nimble, agile, and collaborative solving complex problems at pace. We run as one team, value diversity and dig deep to always know more.

Why This Role Is Important

Reporting to the Senior Manager, Reporting, Planning and Forecasting, this role will oversee the PC Optimum & Retail portfolio and will be responsible for supporting the compilation of the monthly financial results for the COE.

The ideal candidate will have a financial background, with P&L reporting experience. The key responsibilities of this role include, but are not limited to define, describe, and implement strategic planning and forecasting, through collaboration with internal and external / vendor resources, create long term and short-term forecasts, including financials and facilitate the staffing process, both internally and externally.

We are looking for a candidate that is a self-starter, highly energized, has excellent communication skills and presentation skills.

The right candidate will bring a strong mix of experience with financial planning within the customer support function, and a roll-up-your-sleeves’ approach.

What You'll Do

Management of financial performance against plans and forecasts :

• Monitor monthly / period financial performance and provide insights to improve
• Assist with development of the COE financial performance deck with accuracy and provide commentary to support variances to plan and LE
• Support annual planning and periodic LE submissions
• Create the appropriate business financials slide to support the business reviews
• Execute invoice reconciliation and prepare summary documents to support approval to pay
• Adhere / audit SL penalties and chargebacks to the vendor as per service contracts
• Salesforce case management to help control costs

Strategic Planning & Forecasting :

• Track and analyze historical volumes and patterns, and agent performance metrics (schedule compliance, absenteeism, average handle time)
• Work with cross-functional teams within the business to improve customer service processes
• Create long term and short-term forecasts, including financials
• Review forecast-to-actual workload variance and determines if adjustments to future forecasts are necessary
• Adjusts workforce requirements based on changing / dynamic forecasts; reforecasts when necessary
• Liaise with vendors to ensure appropriate information flow and incorporation of forecast inputs

Maintain and develop necessary operational and performance reports :

• Maintain and develop necessary operational and performance reports for the lines of business
• identifies trends and averages on a daily, weekly, monthly, and seasonal basis
• Develop and maintains historical data (e.g. absenteeism, attrition, management investment, call volume, productivity, service level performance, and staffing adherence etc.)
• Filling adhoc reporting needs for business
• Present results in a in a concise, decisive format for various stakeholders
• Recreate existing reporting, and create new reporting into a Tableau solution
• Ability to integrate various data streams into a coherent, accurate view of program activities

Coach and mentor team members :

• Provide guidance to execute weekly / monthly deliverables and performance objectives.
• Schedule monthly coaching session to support personal development and skills enhancement
• Execute mid year and year end feedback activities including delivering written performance development via Workday

What You Bring :

• University Degree in an analytical field such as Economics or Business, or equivalent experience.
• Intermediate / advanced Excel Skills (Advanced formulas such as Sumifs / Countifs), as well as an aptitude for data manipulation of large datasets.
• VBA, or SQL skills an asset
• Strong attention to detail
• Prior experience using and creating / programming in Tableau
• Salesforce usage and Salesforce reporting skills are as asset
• Ability to articulate complex problems and insights in a clear and concise manner for stakeholders
• Strong collaborator but work well independently and can manage multiple projects / responsibilities
• Call centre experience is an asset

Our commitment to Sustainability and Social Impact is an essential part of the way we do business, and we focus our attention on areas where we can have the greatest impact.

Our approach to sustainability and social impact is based on three pillars Environment, Sourcing and Community and we are constantly looking for ways to demonstrate leadership in these important areas.

Our CORE Values Care, Ownership, Respect and Excellence guide all our decision-making and come to life through our Blue Culture.

We offer our colleagues progressive careers, comprehensive training, flexibility, and other competitive benefits these are some of the many reasons why we are one of Canada’s Top Employers, Canada’s Best Diversity Employers, Canada’s Greenest Employers & Canada’s Top Employers for Young People.

If you are unsure whether your experience matches every requirement above, we encourage you to apply anyway. We are looking for varied perspectives which include diverse experiences that we can add to our team.

We have a long-standing focus on diversity, equity and inclusion because we know it will make our company a better place to work and shop.

We are committed to creating accessible environments for our colleagues, candidates and customers. Requests for accommodation due to a disability (which may be visible or invisible, temporary or permanent) can be made at any stage of application and employment.

We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities.