Workflow Management Analyst
Manulife Financial Corporation
Benefits
Job Type
Description
The CSC Operations Real Time Analyst is responsible 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.
Position Responsibilities:
Monitor multi-site real-time adherence, track attendance (including absences), log adherence issues, and manage real-time schedule updates in Verint, including reporting system outages or downtime.
Ensure SLA compliance by reviewing agent activities, identifying and flagging out-of-adherence behaviors, and validating auxiliary usage for agents scheduled to handle calls.
Actively manage call volumes across sites to maintain optimal staffing levels and support service performance.
Oversee workforce scheduling processes, including leave applications, shift swaps, overtime requests, offline activities, and daily exception plotting in the workforce management system.
Collaborate with leaders and site managers while generating timely, accurate reports and insights to support staffing decisions, improve adherence performance, and enhance overall operational efficiency.
Required Qualifications:
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.
Knowledge of system issue escalation procedures.
Preferred Qualifications:
Strong knowledge of call center operations, performance metrics, and related technologies.
Experience using Workforce Management tools such as Verint Impact 360 (v11) and Avaya IQ.
Proficient in Microsoft Office applications, particularly Excel and Access, with demonstrated ability to use relevant reporting tools.
Advanced PC skills, including the ability to efficiently navigate multiple applications within a Citrix environment.
Strong analytical, problem-solving, and interpersonal skills, with keen attention to detail, trend identification, and the ability to perform effectively in high-pressure environments with minimal supervision.
When you join our team:
We’ll empower you to learn and grow the career you want.
We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
As part of our global team, we’ll support you in shaping the future you want to see.
About Manulife and John Hancock
Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.
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 hr@manulife.com.
Working Arrangement
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Skills
About Manulife Financial Corporation
Manulife Financial Corporation is a Canadian multinational insurance company and financial services provider headquartered in Toronto, Ontario. It offers a diverse range of insurance, wealth, and asset management solutions to individuals and businesses worldwide.