Workforce Scheduling Analyst

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