WFM Scheduler

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

• We’ll empower you to learn and grow the career you want.
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we’ll 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 https://www.manulife.com/en/about/our-story.html.

Manulife 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 recruitment@manulife.com.

Working Arrangement

Hybrid

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