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WFM Supervisor

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Manulife

1mo ago

  • Job
    Full-time
    Senior Level
  • People, HR & Administration
    Business, Operations & Strategy
  • Quezon City
  • Quick Apply

AI generated summary

  • You must have strong interpersonal skills, leadership experience, flexibly manage priorities, and a solid background in business process modeling and organizational excellence.
  • You will lead a team of analysts, optimize skilling and queues, manage daily reports, create playbooks, and act as POC for outage updates until resolution.

Requirements

  • Excellent influencing and interpersonal skills with the ability to develop and deliver presentations to senior audiences and key stakeholders
  • Demonstrated ability to take initiative, establish priorities, and generate original ideas and to be flexible in the face of shifting demands and challenging situations
  • Collaborative leadership style to negotiate and develop “win-win” solutions for stakeholders with competing priorities
  • Strong organizational skills with attention to detail and ability to manage changing priorities and meet deadlines
  • Demonstrated leadership and managerial excellence including hiring, performance management and employee development
  • Excellent time management and organizational skills
  • Strong business process modeling background

Responsibilities

  • Lead a team of Real Time Analysts
  • Look for continuous opportunities to optimize skilling and queue builds/groups to drive better customer experience (lower wait times)
  • Create and maintain Real Time Management Playbooks
  • Daily Real Time update reporting process
  • Timely Delivery of daily Real Time Reporting
  • POC in outage management, responsible in providing updates until issue is resolved

FAQs

What is the job title for this position?

The job title is WFM Supervisor.

What company is offering this position?

The position is offered by Manulife Financial Corporation.

What are the key responsibilities of the WFM Supervisor?

The key responsibilities include leading a team of Real Time Analysts, optimizing skilling and queue builds/groups, creating and maintaining Real Time Management Playbooks, delivering daily Real Time updates, and being the point of contact in outage management.

What type of work environment does Manulife offer?

Manulife offers a supportive and collaborative workplace with a rewarding culture that values wellness and well-being.

Are there benefits included with this position?

Yes, benefits include competitive salary packages, day one HMO coverage including dependents, retirement savings benefit, performance bonuses, and extensive training resources.

What qualifications are necessary for the WFM Supervisor position?

Qualifications include excellent influencing and interpersonal skills, demonstrated leadership and managerial excellence, strong organizational skills, a collaborative leadership style, and a strong business process modeling background.

Is this position a people leader role?

Yes, this is a people leader role.

Where can I find more information about the opportunities at Manulife?

You can learn more about opportunities at Manulife by visiting JOBS.MANULIFE.COM.

What kind of working arrangement is offered for this position?

The working arrangement for this position is hybrid.

Does Manulife embrace diversity in their workforce?

Yes, Manulife embraces diversity and is committed to attracting, developing, and retaining a diverse workforce.

How can I request a reasonable accommodation during the application process?

You can request a reasonable accommodation in the application process by contacting recruitment@manulife.com.

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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.