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Real Time Analyst

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Manulife

1mo ago

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
    People, HR & Administration
  • Quezon City
  • Quick Apply

AI generated summary

  • You need knowledge of Canadian contact center operations, workforce tools, strong analytical skills, reporting abilities, service level monitoring, and system issue escalation procedures.
  • You will monitor real-time adherence, manage staffing levels, handle schedule adjustments, report leave allocations, assist in inquiries, and generate performance reports to improve efficiency.

Requirements

  • 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.

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

FAQs

What is the job title for this position?

The job title is Real Time Analyst.

What are the main responsibilities of the Real Time Analyst?

The main responsibilities include monitoring multi-site real-time adherence, managing queue activities, handling schedule adjustments, creating reports, and collaborating with leadership to ensure staffing consistency.

What qualifications are required for the Real Time Analyst position?

Qualifications required include knowledge of Canadian Contact Centre Operation processes, high mathematical and analytical skills, experience in service level monitoring, and knowledge of system issue escalation procedures.

What kind of benefits does Manulife offer for this position?

Manulife offers competitive salary packages, performance bonuses, Day 1 HMO coverage for employees and their dependents, retirement savings benefits, and extensive training resources.

Is prior experience in workforce management tools necessary for this role?

Yes, knowledge of tools and resources utilized by the Workforce Team is beneficial for this role.

What is the working arrangement for this position?

The working arrangement is hybrid, which includes both remote and in-office work.

How does Manulife support career development?

Manulife provides extensive training resources and fosters a rewarding culture that values career development and wellness.

Will the Real Time Analyst be required to prepare reports?

Yes, the Real Time Analyst is responsible for creating accurate and timely reports that reflect Service Level performance.

Does the position require strong communication skills?

Yes, strong oral and written communication skills are essential for preparing reports and presentations for management and business unit audiences.

How does Manulife approach diversity and inclusion in the workplace?

Manulife embraces diversity and strives to attract, develop, and retain a diverse workforce, ensuring an inclusive work environment that values individual strengths.

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Manulife

Finance
Industry
10,001+
Employees

Mission & Purpose

Manulife is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, we operate as Manulife across our offices in Canada, Asia, and Europe, and primarily as John Hancock in the United States. We have more than 40,000 employees, over 116,000 agents serving ~34 million customers worldwide, and over $1.3 trillion in assets under management and administration.