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 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 .

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 .

Working Arrangement

Hybrid