Workforce Real-Time Analyst

The Real-Time Analyst role offers a key opportunity to directly influence daily operational success by ensuring resources are optimized and service commitments are consistently met. This position plays a vital part in our mission to deliver reliable efficient and customerfocused operations by managing intraday workload distribution monitoring performance and addressing staffing or system issues in real time. As an RTA you will gain strong analytical decisionmaking and communication skills while working closely with crossfunctional teams to drive improvements in productivity and service levels. This role provides exposure to enterprise-wide operations enabling you to build expertise in workforce management data quality and continuous process enhancement. Its a chance to make a meaningful impact every day while growing your career in a fastpaced datadriven environment.

Position Responsibilities:

• Responsible for managing volumes and balancing workload across sites to ensure optimal staffing levels
• Handles schedule adjustments process/approve VL applications swap requests (based on need) and NPT allocation
• Communicates workload prioritization for the day and workload distribution strategy
• Monitor and report leave allocations to scheduling team that may trigger changes in staffing plan and schedules
• Act as a single point of contact for WFM in MBPS Manila and Cebu regarding system downtime that impact production. Tracks and reports issues and resolution/recommendations with the guidance and directive of WFM Team.
• Attend to email inquiries and participate in activities including Ad hoc tasks designed to improve customer satisfaction and business performance
• Create accurate and timely reports that reflect the Service Level performance such as SOD and EOD reports TAT Monitoring Queue Management among others.
• Identify best practices and optimize the use of department technology to improve division efficiency and effectiveness
• Ensure effective staffing and scheduling and use diagnostic methods to create performance reports and use performance measurements for continuous improvement including making recommendations to improve scheduling efficiency and team member satisfaction.
• Investigate and communicate status of WFO Data quality data cleansing and consistency issues and deliver findings to Scheduling Team.
• Assist Scheduling in identifying performance gaps and provide recommendations for value-added services and business process improvements
• Other tasks that may be assigned by the Business Unit Operations Lead or RTA Lead.

Required Qualifications:

• 12 years of experience in Workforce Management Operations Support BackOffice Support or any analytical/coordination role
• 12 years of experience using Excel SharePoint and PowerPoint with the ability to perform intermediate data analysis and reporting.
• Bachelors degree in Business Mathematics Statistics Information Technology Industrial Engineering or any related field (or equivalent work experience).

Preferred Qualifications:

• Experience applying basic workforce optimization techniques such as intraday management queue monitoring or workload balancing.
• Ability to create data visualizations and interpret operational metrics.
• Knowledge of basic statistics and metrics reporting.
  Experience in data and report analysis business intelligence reporting or operational dashboards.
• PBI/Powerapps/Powerquerry/VBA exposure is not required but considered a plus.

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 .