Real Time Analyst
Quezon City
3d 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 Key Accountabilities : General 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 Works with leaders and site managers to ensure adequate staff, maintain consistency of procedures and policies followed by CSP’s regarding Adherence and Conformance Act as a single point of contact for WFM in MBPS Manila and Cebu regarding system downtime that impact production.

Tracks and reports issues and resolution / recommendations with the guidance and directive of WFM Team. Attend to email inquiries and participate in activities, including Ad hoc tasks, designed to improve customer satisfaction and business performance Create accurate and timely reports that reflect the Service Level performance Identify best practices and optimize the use of department technology to improve division efficiency and effectiveness Minimum Skills Requirement to Hire : Internal Applicants Minimum tenure of one year in current role Less than 2% Sick Leave Utilization in the past 6 months Consistently meets or exceeds individual performance goals in the past 6 months No Disciplinary Actions in the past 6 months Previous related work experience as Workforce or Real Time Analyst in a multi-site environment is preferred Performance and Competency Requirements Excellent working knowledge of call center operations, metrics and related technology Knowledgeable in WFM Tools such as Verint Impact 360 ver 11, Avaya IQ Proficiency in MS applications including Excel and Access including other relevant software Completed Basic Excel Training, WFM Track and / or WFM for Leaders with relevant output deployed post training Strong PC skills with the ability to toggle between multiple applications within Citrix Excellent relationship management and negotiation skills, including conflict resolution.

  • Ability to perform extensive job requirements in high pressure environment with little supervision Attention to detail and the ability to identify trends and best course of remedial action to support service delivery Minimum Skills Requirements to Go-live : 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. Knowledge of system issue escalation procedures.

    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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