workforce Management analystManulife (International) Limited - Selen Chan

Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations. Job Description The Wo Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations. Job Description The Workforce Management Analyst is responsible for the daily efforts to provide a great customer and employee experience by effectively delivering real-time (intra-day) management with the purpose of optimizing resources to achieve business objectives. Key functional responsibility includes the ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management to support multi-department contact center operations. Responsibilities: Maintain 6 weeks rolling published schedules Annual vacation process Coordinate with Trainers to make cross training recommendations Ad hoc requests (ex. extended hours, flexible schedules, queue consolidation) Maintain accurate, effective schedules for all CSP's ensuring proper coverage in multiple queues Monitor Intra-day service level and staffing conditions using Verint Scheduling software Provide regular updates to call centre leaders and staff with regard to service and staffing conditions Develop and implement appropriate and timely Service Level Action Plans that may include adjustments to on-line and off-line staffing Provide communication and direction to call centre leaders and staff in the implementation of Service Level Action Plans Input changes to agent schedules into Verint in an accurate and timely manner Complete other tasks as needed to meet daily operational requirements Optimize / Redeploy staffing to improve service and cost Administer daily absenteeism / coverage Adjust / Optimize Schedule events Agent skilling / monitor and resolve Max Waits Offline opportunities for BU Intraday Communication: Service & Action Plan Updates Ongoing communication with the partners on interval/period service delivery, updates on daily huddle action plan Urgent/New/Unexpected real-time conditions, SVL Contingency Matrix WFM Daily Huddles & Report Service Outlook by Week, Day, Interval (+1wk-15mins, ongoing) Variance analysis vs. ST Forecast, Intraday Reforecast / change log Over/Under Staffing / Action Planning (including carry over from ST), Overtime Intraday Reforecasts for KPIs --Daily Volume, AHT, Shrinkage distributions - based on Today - Previous 1-4 weeks Must be available to work Monday-Sunday 8am to 8pm EST Does this sound like you? Previous scheduling experience in a call center environment is an asset Strong analytical and problem-solving skills Strong technical skills; comfortable learning and effectively using a wide variety tools and software Strong communication skills, both written and verbal Strong interpersonal skills Strong organization and time management skills Good understanding of basic call centre metrics and overall call centre operations Flexible, ability to adapt quickly to change Self-motivated, able to work effectively under minimal supervision Ability to motivate and positively influence others Strong team player Demonstrated professionalism Able to juggle concurrent priorities and multi task Ability to work under pressure Required to work flexible hours and evening If you are ready to unleash your potential, it's time to start your career with Manulife/John Hancock. About Manulife Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Canada, Asia, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2019, we had more than 35,000 employees, over 98,000 agents, and thousands of distribution partners, serving almost 30 million customers. As of March 31, 2020, we had $1.2 trillion (US$0.8 trillion) in assets under management and administration, and in the previous 12 months we made $30.4 billion in payments to our customers. Our principal operations are in Asia, Canada and the United States where we have served customers for more than 155 years. We trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges and under '945' in Hong Kong. Manulife is an equal opportunity employer. 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 and advancement and we administer all of our practices and programs based on qualification and performance and without discrimination on any protected ground. It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will consult with applicants contacted to participate at any stage of the recruitment process who request any accommodation. Information received regarding the accommodation needs of applicants will be addressed confidentially.
Monster

Philippines
Permanent
Full-time