Real Time Analyst

at  Manulife

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

JOB DESCRIPTION:

We’re looking for a Real Time Analyst to join our Workforce Management Team at MBPS. In this role, you are expected for multi-site real-time monitoring, queue management, tracking of schedule adherence and management of resources driven by real time trends to ensure consistency in Service Level performance.
Have the skills and knowledge for the job? Learn more about the opening below!

QUALIFICATIONS:

• Bachelor’s degree holder or at least 2 yrs in college.
• Must have 1-2 years of experience as Real Time Analyst.
• Amenability and readiness to work onsite and from home anytime (dependent on business need AND/OR current external environment/situation)
• Must be amenable to work either on a permanent night shift or shifting schedule.
• 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.

• 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
• Communicates work schedules, monitor max waits for various call queues for the Canadian Division Contact Centre and queue performance for CGB
• Monitor and report leave allocations to workforce management team that may trigger changes in staffing plan and schedules