Real Time Analyst

Are you looking for a supportive and collaborative workplace with great benefits and clear career development? You've come to the right place.

Why choose Manulife?

• Competitive Salary packages and performance bonuses

• Day 1 HMO + FREE coverage for your dependents (inclusive of same-sex partners)

• Retirement savings benefit

• Rewarding culture that values wellness and well-being

• Performance Bonus

• Global network of industry experts

• Extensive training resources

Job Description:

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.

Have the skills and knowledge for the job? Learn more about the opening below

Key Responsibilities:

• Responsible for monitoring multi-site real time adherence, logging adherence issues, monitors absent line, coding real time schedule changes in Verint and reports system outage/ down time

• Ensures that calls are handled meeting SLA's by checking, reviewing and flagging auxillary activities of agents who are scheduled to be taking in calls on a daily basis but are showing out-of-adherence

• Actively manages volumes across sites to ensure optimal staffing levels

• Handles schedule adjustments, process/approve agent VL applications, swap requests, overtime requests (based on need), offline activities and plot exception segments into the workforce tool on a daily basis

• Monitor and report leave allocations to workforce management team that may trigger changes in staffing plan and schedules

• Works with leaders and site managers to ensure adequate staff, maintain consistency of procedures and policies followed by CSP's regarding Adherence and Conformance.

• Attend to email inquiries and participate in activities, including Ad hoc tasks, designed to improve customer satisfaction and business performance

• Create accurate and timely reports that reflect the Service Level performance

• Identify best practices and optimize the use of department technology to improve division efficiency and effectiveness

Qualifications:

• 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.

• 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

• Can work on shifting schedules.

Let's make every day better together. Learn about our opportunities at JOBS.MANULIFE.COM

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