WFM Real Time Analyst

Manulife/John Hancock; Manila; Híbrido; PHP 350 000 - 550 000; Tempo integral

Resumo da oferta

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.

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

Real-time analysis

WFM scheduling

Analytical skills

Reporting

WFM tools

Communication

Microsoft Excel

Citrix

Relationship management

Ferramentas

Verint Impact 360 v11

Avaya IQ

Power BI

Excel

Access

Citrix

Descrição da oferta de emprego

Position Responsibilities

• Monitor real-time adherence across multiple sites, handle adherence issues, and log schedule changes in Verint, including reporting system outages.
• Ensure calls meet Service Level Agreements (SLAs) by reviewing and flagging the auxiliary activities of agents who are out-of-adherence.
• Manage call volumes and staffing levels across sites for optimal efficiency, including processing schedule adjustments and leave requests.
• Monitor and report leave allocations that may impact staffing plans, and collaborate with leaders to maintain staffing and procedural consistency.
• Respond to email inquiries, participate in initiatives to enhance customer satisfaction, and create accurate reports on Service Level performance.

Required Qualifications

• 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.
• High level of mathematical, statistical and analytical skills.
• Prepares well-composed oral and written reports and presentations for management and business unit audiences.
• Knowledge of tools and resources utilized by the Workforce Team.

Preferred Qualifications

• Possess excellent knowledge of call center operations, metrics, and related technology.
• Skilled in Workforce Management (WFM) tools, including Verint Impact 360 version 11 and Avaya IQ.
• Experience using AI-powered analytics tools (e.g., Power BI w/ AI insights, AWS ML models, Azure AI, ChatGPT-based automations, RPA with AI).
• Proficient in Microsoft applications such as Excel and Access, alongside other relevant software, with completed training in Basic Excel and WFM programs.
• Strong PC skills, capable of toggling between multiple applications within Citrix.
• Excellent relationship management and negotiation skills, with attention to detail and the ability to identify trends and take remedial actions in high-pressure environments.

When you join our team

We’ll empower you to learn and grow the career you want. We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. As part of our global team, we’ll support you in shaping the future you want to see.

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 https://www.manulife.com/en/about/our-story.html.

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 [e-mail].

Working Arrangement

Hybrid. We're Manulife. And we’re on a mission to make decisions easier and lives better. Better is what drives us. It’s what inspires us to find new ways to support customers and colleagues in living longer and healthier lives. It’s the reason we’re dedicated to investing in digital innovation and industry-leading AI, and accelerating a sustainable and economically inclusive future. Joining us means you’ll be empowered to learn and grow your career. We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. And as part of our global team, you’ll help shape the future you want to see – and discover that better can take you anywhere you want to go. We’re proud of our accomplishments and recognition. Recent awards include: 2026 Gallup Exceptional Workplace Award Winner, Manulife Named one of Forbes World’s Best Employers 2025, Financial Times World’s Best Employers Asia-Pacific 2026, We’ve been recognized as one of Canada’s Top 100 Employers 2026, #1 Life Insurer for AI Maturity by Evident 2026. To receive our latest job opportunities directly to your inbox, create an account or sign in and navigate to the ‘Job Alerts’ section located in the top right corner of the page. From there, you can sign up to receive job alerts. Our ambition is to be the number one choice for customers. Learn more at https://www.manulife.com/.