Real Time Analyst

3 weeks ago


Quezon City, National Capital Region, Philippines Manulife Insurance Malaysia Full time
***Nous utilisons des* *pour fournir des statistiques qui nous aident à vous offrir la meilleure expérience sur note site. Vous y trouverez des renseignements sur les témoins, ou vous pouvez les désactiver si vous préférez. Toutefois, en continuant d'utiliser le site sans modifier les paramètres, vous consentez à notre utilisation de***Real Time Analyst page is loaded## Real Time Analystlocations: Quezon Citytime type: Temps pleinposted on: Publié aujourd'huitime left to apply: Date de fin : 30 septembre 2025 (Il reste 25 jours pour postuler)job requisition id: JR 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 real-time adherence across multiple sites, handle adherence issues, and log schedule changes in Verint, including reporting system outages.* Ensure calls meet Service Level Agreements (SLAs) by reviewing and flagging the auxiliary activities of agents who are out-of-adherence.* Manage call volumes and staffing levels across sites for optimal efficiency, including processing schedule adjustments and leave requests.* Monitor and report leave allocations that may impact staffing plans, and collaborate with leaders to maintain staffing and procedural consistency.* Respond to email inquiries, participate in initiatives to enhance customer satisfaction, and create accurate reports on Service Level performance.**Required Qualifications:*** With at least 1 year related experience as a real time analyst. Prior exposure or training with other WFM skillsets (scheduling, forecasting, etc.) is a plus* High level of mathematical, statistical and analytical skills* Prepares well-composed oral and written reports and presentations for management and business unit audiences* Knowledge of tools and resources utilized by the Workforce Team**Preferred Qualifications:*** Possess excellent knowledge of call center operations, metrics, and related technology.* Skilled in Workforce Management (WFM) tools, including Verint Impact 360 version 11 and Avaya IQ.* Proficient in Microsoft applications such as Excel and Access, alongside other relevant software, with completed training in Basic Excel and WFM programs.* Strong PC skills, capable of toggling between multiple applications within Citrix.* Excellent relationship management and negotiation skills, with attention to detail and the ability to identify trends and take remedial actions in high-pressure environments.**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.***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.**À propos de Manuvie et de John Hancock**La Société Financière Manuvie est un chef de file mondial des services financiers qui aide les gens à prendre leurs décisions plus facilement et à vivre mieux. Pour en apprendre plus à notre sujet, rendez vous à l'adresse .**Manuvie est un employeur qui souscrit au principe de l'égalité d'accès à l'emploi**Chez Manulife/John Hancock nous valorisons notre diversité. Nous nous efforçons d'attirer, de perfectionner et de maintenir une main d'oeuvre qui est aussi diversifiée que nos clients, et de favoriser la création d'un milieu de travail inclusif qui met à profit la diversité de nos employés et les compétences de chacun. Nous nous engageons à assurer un recrutement, une fidélisation, une promotion et une rémunération équitables, et nous administrons toutes nos pratiques et tous nos programmes sans discrimination en raison de la race, de l'ascendance, du lieu d'origine, de la couleur, de l'origine ethnique, de la citoyenneté, de la religion ou des croyances ou des convictions religieuses, du genre (y compris grossesse et affection liée à une grossesse), de l'orientation sexuelle, des caractéristiques génétiques, du statut d'ancien combattant, de l'identité de genre, de l'expression de genre, de l'âge, de l'état matrimonial, de la situation de famille, d'une invalidité ou de tout autre motif protégé par la loi applicable.Nous nous sommes donné comme priorité d'éliminer les obstacles à l'accès égalitaire à l'emploi. C'est pourquoi un représentant des Ressources humaines collaborera avec les candidats qui demandent accommodement raisonnable pendant le recrutement. Tous les renseignements communiqués pendant le processus de demande d'accommodement seront stockés et utilisés conformément aux lois et aux politiques applicables de Manuvie. Pour demander une mesure d'accommodement raisonnable dans le cadre du recrutement, écrivez à **Modalités de travail**Hybride
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