Senior Customer Experience Analyst - Hybrid

Manulife; United States; Hybrid; USD 45,000 - 70,000; Full time

Job summary

Manulife is seeking a Customer Service Senior Analyst for the Customer Contact Centre. The role focuses on outbound calls, case resolution coordination, and supporting operational efficiency. Strong English and Chinese communication skills are essential, as is experience in a call center environment.

The successful candidate will handle documentation, participate in special projects, and contribute to service quality in a hybrid work setting with support from a global team.

Qualifications

• Degree or diploma holder required.
• 2+ years call center experience.
• Fluent in English and Chinese (written and spoken).
• Proficient in Microsoft Office.

Responsibilities

• Conduct outbound calls and follow-up activities with customers to support operational and compliance requirements.
• Coordinate with internal and external parties to facilitate case resolution, documentation collection, and timely completion of customer requests.
• Assist with customer servicing and operational support activities to ensure service quality and operational efficiency.
• Provide support for ad hoc assignments, special projects, and other Customer Contact Centre (CCC) operational needs as required.

Skills

Call center experience

Bilingual English/Chinese

Independent worker

Education

Degree or Diploma

Tools

Microsoft Office

Job description

Manulife is seeking a Customer Service Senior Analyst for the Customer Contact Centre. The role focuses on outbound calls, case resolution coordination, and supporting operational efficiency. Strong English and Chinese communication skills are essential, as is experience in a call center environment.

The successful candidate will handle documentation, participate in special projects, and contribute to service quality in a hybrid work setting with support from a global team.