Workforce Scheduling Analyst

1 week ago

Cebu City, Central Visayas, Philippines Manulife Full time
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.
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.
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.
About Manulife and John Hancock

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 https://www.manulife.com/en/about/our-story.html.

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@manulife.com.

Working Arrangement

Hybrid


#J-18808-Ljbffr

  • Clark | Workforce Scheduling Analyst

    2 weeks ago

    Angeles City, Central Luzon, Philippines Majorel Full time

    OverviewJoin or sign in to find your next jobJoin to apply for the Clark | Workforce Scheduling Analyst role at MajorelWe design, build and deliver end-to-end CX for many of the world's most respected digital-born and vertical leading brands. Our global footprint spans 31 countries across five continents, with 60,000+ people and 60 languages. We deliver...

  • Workforce Real-Time Analyst

    1 week ago

    Cebu City, Central Visayas, Philippines Stark Asia Solutions Inc. Full time ₱104,000 - ₱130,878 per year

    The Workforce Real-Time Analyst is responsible for the real-time management of contact center operations to ensure all service level agreements and key performance indicators are met. This role involves monitoring agent performance and adherence, making dynamic adjustments to staffing levels based on call volume, and collaborating with management to optimize...

  • Head of Workforce Management

    1 week ago

    Cebu City, Central Visayas, Philippines Staff4Me Full time

    Ensure compliance with account policies and processes to achieve established levels of productivity and efficiency. It ensures that it identifies the needs of the internal or external customer, even those not expressed, in order to offer solutions that truly meet those needs. Advise the Account Manager on the best strategies to implement in each of the...

  • Senior Workforce Scheduling Specialist

    2 weeks ago

    Angeles City, Central Luzon, Philippines beBeeWorkforce Full time ₱5,000,000 - ₱7,500,000

    Job OverviewMajorel is a leading provider of end-to-end customer experience solutions. With a global footprint spanning 31 countries, our team of experts delivers flexible and technology-augmented CX solutions for industry verticals.Main Responsibilities:We are seeking a Workforce Scheduling Analyst to develop and implement efficient scheduling strategies...

  • Workforce Planning Analyst

    2 weeks ago

    Iloilo City, Western Visayas, Philippines Fair Trade Outsourcing Full time ₱104,000 - ₱130,878 per year

    Fair Trade Outsourcing is hiring a Full time Workforce Planning Analyst role in Iloilo City Proper, Western Visayas. Apply now to be part of our team.Job summary:Looking for candidates available to work:Monday: EveningTuesday: EveningWednesday: EveningThursday: EveningFriday: EveningAssist in overseeing the daily performance of the Forecast and...

  • Workforce Manager

    1 week ago

    Cebu City, Central Visayas, Philippines Nezda Technologies, Inc. Full time $104,000 - $130,878 per year

    Positions: Workforce ManagerLocation : CebuSetup: OnsiteSchedule: ShiftingEmployment: Full-time / Regular Job SummaryThe Workforce Manager is responsible for overseeing workforce planning, forecasting, scheduling, and real-time management to ensure optimal staffing levels and efficient operations. This role plays a key part in balancing business needs with...

  • Workforce Management Analyst

    3 weeks ago

    Cebu City, Central Visayas, Philippines Straive Full time

    ResponsibilitiesAble to generate reports and provide key detailsQualificationsHighly proficient in computer and MS Office (Intermediate/Expert in Excel)Good communication, presentation, analytical and problem solving skillsDeep knowledge of resource planning, scheduling, volume and headcount forecasting, delivery performance and SLAsSeniority...

  • Resource Planning and Scheduling Specialist

    1 week ago

    Cebu City, Central Visayas, Philippines beBeeWorkforce Full time ₱4,200,000 - ₱5,200,000

    Resource Planning and Scheduling ExpertThe Resource Planning Analyst plays a pivotal role in optimizing workforce management processes, focusing on forecasting, scheduling, and analysis. This professional will develop and implement strategies to maximize workflow efficiency while minimizing client dissatisfaction.This position demands greater accountability...

  • Workforce Management Analyst II

    1 week ago

    Cebu City, Central Visayas, Philippines Web Full time

    Who we are.Newfold Digital is a leading web technology company serving millions of customers globally. Our portfolio includes prominent brands such as Bluehost, HostGator, Domain.com, Network Solutions, Register.com, and Web.com. We help customers of all sizes build a digital presence that delivers results, offering extensive products and personalized...

  • Real Time Analyst

    2 weeks ago

    Cebu City, Central Visayas, Philippines HR TechX Corp. Full time

    We are seeking a detail-oriented and proactive Real-Time Analyst (RTA) to join our Workforce Management (WFM) team supporting a retail account. The RTA will be responsible for monitoring call volumes, agent productivity, and adherence to schedules in real time. This role ensures service level targets are consistently met while balancing operational...