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Workforce Management Specialist
2 weeks ago
Workforce Management Specialist page is loaded
Workforce Management Specialist Apply locations Quezon City time type Full time posted on Posted 3 Days Ago job requisition id JRWe 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
HybridJob 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 Workforce Management Specialist to join MBPS. In this role, you are expected to c reate, manage and deliver accurate long term and short-term forecasts across multiple Contact Centre groups and multiple levels by collecting historical information from a variety of sources and groups, utilizing advanced statistical methods and workforce management software tools.
Have the skills and knowledge for the job? Learn more about the opening below
Key Responsibilities:
- Create and optimize schedule to meet requirement up to interval level for us to be able to hit our SLA target
- Look for continuous opportunities to optimize skilling and queue builds/groups to drive better customer experience (lower wait times)
- Create and maintain Real Time Management Playbooks
- Daily Real Time update reporting process
- Timely Delivery of daily Real Time Reporting
- POC in outage management, responsible in providing updates until issue is resolved
Qualifications:
- Must be Bachelors degree holder of any course.
- At least 3-5 years of work related experience.
- Amenability and readiness to work onsite and from home anytime (dependent on business need AND/OR current external environment/situation)
- Excellent influencing and interpersonal skills with the ability to develop and deliver presentations to senior audiences and key stakeholders
- Demonstrated ability to take initiative, establish priorities, and generate original ideas and to be flexible in the face of shifting demands and challenging situations
- Collaborative leadership style to negotiate and develop "win-win" solutions for stakeholders with competing priorities
- Strong organizational skills with attention to detail and ability to manage changing priorities and meet deadlines
- Demonstrated leadership and managerial excellence including hiring, performance management and employee development
- Excellent time management and organizational skills
- Strong business process modeling background
Let's 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 .
About UsWe 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.
We offer work that challenges and makes a difference within a flexible and supportive environment, so you can help make decisions easier and lives better for our customers.
We're proud of our accomplishments and recognitions. Recent awards include:
- Best Place to Work in Asia-Pacific 2022
- Best Place to Work for LGBTQ Equality 2022
To receive our latest job opportunities directly to your inbox, create an account or sign in and navigate to the 'Job Alerts' section located in the top right corner of the page. From there, you can sign up to receive job alerts.
Discover how you can grow your career, make impact and drive real change with our Winning Team today at .
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