Real Time Analyst

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

Working Arrangement

Job Description

Are you looking for a supportive and collaborative workplace with great benefits and clear career development? You’ve come to the right place.

Why choose Manulife?

• Competitive Salary packages and performance bonuses
• Day 1 HMO + FREE coverage for your dependents (inclusive of same-sex partners)
• Retirement savings benefit
• Rewarding culture that values wellness and well-being
• Performance Bonus
• Global network of industry experts
• Extensive training resources

Job Description:

We’re looking for a Real Time Analyst to join our Workforce Management Team at MBPS. In this role, you are expected for multi-site real-time monitoring, queue management, tracking of schedule adherence and management of resources driven by real time trends to ensure consistency in Service Level performance.

Have the skills and knowledge for the job? Learn more about the opening below!

Key Responsibilities:

• Responsible for monitoring multi-site real time adherence, logging adherence issues, monitors absent line, coding real time schedule changes in Verint and reports system outage/ down time
• Ensures that calls are handled meeting SLA’s by checking, reviewing and flagging auxillary activities of agents who are scheduled to be taking in calls on a daily basis but are showing out-of-adherence
• Actively manages volumes across sites to ensure optimal staffing levels
• Handles schedule adjustments, process/approve agent VL applications, swap requests, overtime requests (based on need), offline activities and plot exception segments into the workforce tool on a daily basis
• Communicates work schedules, monitor max waits for various call queues for the Canadian Division Contact Centre and queue performance for CGB
• Monitor and report leave allocations to workforce management team that may trigger changes in staffing plan and schedules

Qualifications:

• Must be Bachelors degree holder.
• At least one to two years of relevant experience
• Amenability and readiness to work onsite and from home anytime (dependent on business need AND/OR current external environment/situation)
• Must be amenable to work either on a permanent night shift or shifting schedule.
• Knowledge of Canadian Contact Centre Operation processes
• Knowledge of tools and resources utilized by the Workforce Team
• High level of mathematical, statistical and analytical skills
• Prepares well-composed oral and written reports and presentations for management and business unit audiences
• Demonstrated knowledge of relevant responsibilities of the role such as service level monitoring; queue, skillset and call allocation management driven, daily approvals/exceptions, etc.

Lets make every day better together. Learn about our opportunities at JOBS.MANULIFE.COM

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.

Manulife is an Equal Opportunity Employer

At Manulife /John Hancock , we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour , ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process . All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies . To request a reasonable accommodation in the application process, contact recruitment@manulife.com .