Real Time Analyst
Share
Job Location:
Manila - Philippines
Monthly Salary:
Not Disclosed
Posted on:
26 days ago
Vacancies:
1 Vacancy
Job Summary
The CSC Operations Real Time Analyst is responsible 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.
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.
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:
Well empower you to learn and grow the career you want.
Well recognize and support you in a flexible environment where well-being and inclusion are more than just words.
As part of our global team well 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 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 .
Working Arrangement
Required Experience:
IC
Key Skills
- Bidding
- Apps
- Benefits
- Corporate Recruitment
- Android Development
About Company
Manulife is a leading financial services group. We provide financial advice, insurance, as well as wealth and asset management solutions for individuals, groups and institutions.
