Who is Nickolas Goetz? Overview
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Quick answer
Nickolas Goetz is listed as Workforce Planning Manager at Sun Life, based in Waterloo, Ontario, Canada. AeroLeads shows a matched LinkedIn profile for Nickolas Goetz.
Nickolas Goetz previously worked as Capacity and Resource Planner at Sun Life and Forecaster and Resource Planner at Manulife. Nickolas Goetz holds Bachelor Of Commerce - Bcom, Business Statistics from Queen'S University.
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Email format at Sun Life
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Sun Life
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Profile bio
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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Nickolas Goetz's current company
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6 roles
Nickolas Goetz work experience
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Workforce Planning Manager
CurrentDevelopment and deployment of capacity planning framework to a new business areas revolving around group disability. High degree of collaboration with an operations team to understand requirements of the business, worked through effort and shrinkage analysis, new hire progression curves and granular FTE requirements. Steady state capacity planning.
Nov 2022 - Present
Capacity And Resource Planner
Primary duties revolving around developing and maintaing a strategic capacity plan for the group benefits and government business units. Working closely with a dedicated forecasting and project team to ensure future staffing requirements are being correctly planned for. Capacity planning for chat/email/voice with an emphasis on a 6-18 month rolling window.
Feb 2022 - Nov 2022
Forecaster And Resource Planner
Long term forecasting for contact center business units, with heavy emphasis on steady state vs project impacts along with optimal resource planning around the projected requirements (forecasts by queue/skill/language/site).
Mar 2015 - Feb 2022
Customer Service Representative
Focus on travel assistance, interacting with holders of travel insurance as they were needing assistance overseas. Assisting with finding the optimal locations for services outside of Canada and making sure travelers were getting the most complete coverage and peace of mind when abroad.Case Management Defense, backline case management, interactions with.
Oct 2014 - Feb 2015
Intraday Data Analyst
Focus on real time agent performance, schedule adherence, service level targets, determining offline availability for agents and supervisors, working with partners at bell to adhere to the short and long term volume requirements (service level adherence by interval emphasis).
Nov 2011 - Sep 2014
1 education record
Nickolas Goetz education
FAQ
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What company does Nickolas Goetz work for?
Nickolas Goetz works for Sun Life.
What is Nickolas Goetz's role at Sun Life?
Nickolas Goetz is listed as Workforce Planning Manager at Sun Life.
Where is Nickolas Goetz based?
Nickolas Goetz is based in Waterloo, Ontario, Canada while working with Sun Life.
What companies has Nickolas Goetz worked for?
Nickolas Goetz has worked for Sun Life, Manulife, Allianz, and Nordia Inc..
How can I contact Nickolas Goetz?
You can use AeroLeads to view verified contact signals for Nickolas Goetz at Sun Life, including work email, phone, and LinkedIn data when available.
What schools did Nickolas Goetz attend?
Nickolas Goetz holds Bachelor Of Commerce - Bcom, Business Statistics from Queen'S University.
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