Real-Time WFM Analyst: Adherence & Capacity

Manulife/John Hancock; Manila; Hybrid; PHP 350,000 - 550,000; Full time

Job summary

Manulife/John Hancock is hiring for a Real-Time Analyst to support workforce management across multiple sites in a hybrid setup in Manila. You will monitor adherence, manage staffing, and analyze performance against SLAs.

The ideal candidate has 1+ year in real-time analysis, experience with Verint and other WFM tools, and strong analytical skills. Proficiency in Excel, Citrix, and AI-powered analytics is a plus.

Qualifications

• 1+ year experience as a real-time analyst.
• Exposure to WFM skills such as scheduling and forecasting is a plus.
• Strong mathematical, statistical and analytical skills.
• Able to prepare clear oral and written management reports and presentations.
• Knowledge of Workforce Team tools and resources.

Responsibilities

• Monitor real-time adherence across multiple sites and log schedule changes in Verint; report outages.
• Review calls to ensure SLA compliance by flagging out-of-adherence activity.
• Manage call volumes and staffing across sites; process schedule changes and leave requests.
• Monitor and report leave allocations affecting staffing; collaborate with leaders for consistency.
• Respond to emails, support customer satisfaction initiatives, and produce SLA performance reports.

Skills

Real-time analysis

WFM scheduling

Analytical skills

Reporting

WFM tools

Communication

Microsoft Excel

Citrix

Relationship management

Tools

Verint Impact 360 v11

Avaya IQ

Power BI

Excel

Access

Citrix

Job description

Manulife/John Hancock is hiring for a Real-Time Analyst to support workforce management across multiple sites in a hybrid setup in Manila. You will monitor adherence, manage staffing, and analyze performance against SLAs.

The ideal candidate has 1+ year in real-time analysis, experience with Verint and other WFM tools, and strong analytical skills. Proficiency in Excel, Citrix, and AI-powered analytics is a plus.