Real Time Analyst

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.

About Manulife and Manulife Taiwan

Manulife Financial is a leading international financial services company dedicated to helping people achieve easy investment and a prosperous life. For more information, visit

Manulife is an Equal Opportunity Employer

At Manulife/Heritage, we embrace diversity. We strive to attract, develop and retain a diverse workforce that reflects the clients we serve, creating an inclusive work environment that respects culture and individual differences. We are committed to fair hiring, retention, promotion and compensation practices, and all practices and programs we manage will not discriminate based on race, descent, place of origin, color, ethnicity, nationality, religion or religious beliefs, faith, gender (including pregnancy and related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability or any other legally protected status. Our priority is removing barriers and providing equal employment opportunities. The Human Resources representative will provide reasonable accommodations for applicants upon request during the recruitment process. Information provided to request accommodations will be stored and used in accordance with applicable laws and Manulife policies. If you require assistance during the application process, please contact

Working Arrangement: 混合式

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