Workforce Scheduling Analyst

4 weeks ago

Quezon City, Philippines Manulife Full time

Overview

Join to apply for the Workforce Scheduling Analyst role at Manulife .

Manulife Quezon City, National Capital Region, Philippines

Position Responsibilities
  • Manage volume and workload distribution across sites to ensure optimal staffing levels, including handling schedule adjustments and monitoring leave allocations.
  • Create and maintain accurate reports on Service Level performance, such as Start of Day (SOD) and End of Day (EOD) reports, Turnaround Time (TAT) monitoring, and queue management.
  • Communicate workload prioritization and distribution strategies, and provide regular updates to leaders and staff on service and staffing conditions. Coordinate with the training team to recommend cross-training and identify best practices to optimize department efficiency and technology use. Develop and implement Service Level Action Plans, including adjustments to staffing, and input schedule changes accurately into Verint, along with handling ad hoc requests and tasks to enhance customer satisfaction and business performance.
Qualifications Required Qualifications
  • Must have previous scheduling experience.
  • Experience with back-office Workforce Management (WFM) is preferred. Required to work flexible hours, including evenings.
  • Good understanding of basic Business Process Outsourcing (BPO) metrics and operations.
Preferred Qualifications
  • Strong analytical, problem-solving, and technical skills, with the ability to learn and use various tools and software effectively.
  • Excellent communication (both written and verbal) and interpersonal skills, with the ability to motivate and positively influence others.
  • Strong organizational and time management skills, capable of juggling multiple priorities and multitasking under pressure.
  • Flexible and adaptable to change, demonstrating professionalism and a strong team player mentality.
  • Self-motivated and able to work effectively with minimal supervision.
About Manulife

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

Equality

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or beliefs, sex, sexual orientation, gender identity, age, disability, or any other protected characteristic. A Human Resources representative will assist applicants requesting a reasonable accommodation during the application process. To request an accommodation, contact

Working Arrangement

Hybrid

Seniority level
  • Entry level
Employment type
  • Full-time
Job function
  • Project Management and Information Technology
Industries
  • Insurance
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