Workforce Scheduling Analyst
Lapu Lapu City,
4d ago

Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You’ve come to the right place.

We’re looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we’d like to hear from you.

Job Description The WFM Team is a dynamic group of individuals dedicated to providing excellent service to the businesses they support.

The Workforce Scheduling Analyst is responsible for creating and maintaining a rolling 4 weeks of schedules that are accurate, fair and meet the business requirements.

Responsibilities : Maintain 4 weeks rolling published schedules Annual vacation process Coordinate with training team to make cross training recommendations Ad hoc requests (ex.

  • extended hours, flexible schedules, queue consolidation) Maintain accurate, effective schedules for all Associates ensuring proper coverage in multiple queues Provide regular updates to leaders and staff regarding service and staffing conditions Develop and implement appropriate and timely Service Level Action Plans that may include adjustments to on-line and off-line staffing Provide communication and direction to leaders and staff in the implementation of Service Level Action Plans Input changes to associates schedules into Verint in an accurate and timely manner Complete other tasks as needed to meet daily operational requirements Optimize / Redeploy staffing to improve service and cost Qualifications : Previous scheduling experience is a must Previous experience with Back-office WFM preferred Experience with Verint an asset Strong analytical and problem-solving skills Strong technical skills;
  • comfortable learning and effectively using a wide variety tools and software Strong communication skills, both written and verbal Strong interpersonal skills Strong organization and time management skills Good understanding of basic BPO metrics and overall BPO operations Flexible, ability to adapt quickly to change Self-motivated, able to work effectively under minimal supervision Ability to motivate and positively influence others Strong team player Demonstrated professionalism Able to juggle concurrent priorities and multi task Ability to work under pressure Required to work flexible hours and evening Every career at Manulife / John Hancock provides the opportunity to learn new skills and move your career forward.

    Ready to make an impact somewhere? What are you waiting for? Apply today. About John Hancock and Manulife John Hancock is a unit of Manulife Financial Corporation, a leading international financial services group that helps people make their decisions easier and lives better.

    We operate primarily as John Hancock in the United States, and Manulife globally, including Canada, Asia and Europe. We provide financial advice, insurance and wealth and asset management solutions for individuals, groups and institutions.

    Assets under management and administration by Manulife and its subsidiaries were CAD$1.3 trillion (US$1.1 trillion) as of June 30, 2021.

    Manulife Financial Corporation trades as MFC on the TSX, NYSE, and PSE, and under 945 on the SEHK. Manulife can be found at manulife.

    com. One of the largest life insurers in the United States, John Hancock supports more than 10 million Americans with a broad range of financial products, including life insurance, annuities, investments, 401(k) plans, and education savings plans.

    Additional information about John Hancock may be found at 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

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