WFM Scheduler
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Job Location:
Manila - Philippines
Monthly Salary:
Not Disclosed
Posted on:
16 hours ago
Vacancies:
1 Vacancy
Job Summary
This role provides the opportunity to join the dynamic Contact Centre Technology and Projects team essential for meeting service level targets in the Canadian Divisions contact centers. By creating accurate call volume forecasts for seven business units you will play a crucial role in our success. Youll develop your analytical and relationship-building skills while collaborating with the Supervisor of Workforce Management and the Resource Planning Consultant contributing to effective workforce management and project impact analysis.
Position Responsibilities:
Create manage and deliver accurate long-term and short-term forecasts across multiple contact center groups and levels.
Produce and deliver volume plans for the Resource Planner consistently. Collaborate with key stakeholders (Sales Marketing Operations Process Design and planning teams) to gather information analyze and determine the impact of individual projects on service levels.
Predict variables such as volume and handle time at various levels of granularity and drive the forecasting process by engaging internal teams to identify variances and provide recommendations.
Create reports and trend analyses from insights across business units maintain forecasts within the Verint Workforce Management system and identify opportunities to improve processes that reduce call volumes or duration.
Required Qualifications:
A degree in mathematics/statistics finance or economics Previous forecasting/demand experience ideally gained within a contact center environment Advanced knowledge of statistical forecasting techniques such as exponential smoothing or regression
Excellent analytical and problem solving ability Proficiency in Microsoft Office - advanced excel preferred
Experience in forecasting tools such as Verint Blue Pumpkin Accent Totalview or ForecastPro an asset Ability to independently drive for forecast accuracy improvement
Excellent interpersonal communication skills and strong organizational abilities Knowledge and understanding of contact center methodology (queues staffing service levels etc.) Excellent attention to detail with a customer-centric approach
Preferred Qualifications:
Ability to create accurate and timely call volume forecasts for each unique business unit reflecting their specific nuances.
Experience using historical data to build both short-term and long-term forecasts for multiple business units.
Strong relationship-building skills to understand the complexities within each business unit.
Proficiency in estimating the impact of key project deliverables on workforce requirements.
Experience in developing forecasts for at least seven different business units is preferred. Ability to work successfully independently and within a team
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
Key Skills
- Employee Orientation
- Operational Risk Management
- Primavera
- Computer Skills
- Primavera P6
- Medical office experience
- Medical Terminology
- Schedule Management
- Production Planning
- Microsoft Project
- Medical Scheduling
- Phone Etiquette
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.
