{"id":2030231,"url":"https://alion.io/job/manulife-wfm-real-time-analyst","title":"WFM Real Time Analyst","company":{"id":6650,"name":"Manulife","domain":"manulife.com","url":"https://alion.io/company/manulife","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":90,"open_postings":96,"ghost_share":0.021,"stale_share":0.229,"repost_share":0.188,"time_to_fill_p50_days":28,"computed_at":"2026-11-04T06:34:25Z"}},"role":"Operations","role_family":"Operations","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Manila, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":8500,"max_usd":21000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":3421},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":true},{"name":"Azure","optional":true},{"name":"ChatGPT","optional":true},{"name":"Power BI","optional":true}],"status":"closed","first_seen_at":"2026-10-07T14:07:18Z","employer_posted_date":"2026-10-07","last_verified_at":"2026-10-31T17:56:17Z","board_verified":false,"closed_at":"2026-10-31T17:56:17Z","days_open":24,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":24},"description":"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.\nPosition Responsibilities:\nMonitor real-time adherence across multiple sites, handle adherence issues, and log schedule changes in Verint, including reporting system outages.\n\nEnsure calls meet Service Level Agreements (SLAs) by reviewing and flagging the auxiliary activities of agents who are out-of-adherence.\n\nManage call volumes and staffing levels across sites for optimal efficiency, including processing schedule adjustments and leave requests.\n\nMonitor and report leave allocations that may impact staffing plans, and collaborate with leaders to maintain staffing and procedural consistency.\n\nRespond to email inquiries, participate in initiatives to enhance customer satisfaction, and create accurate reports on Service Level performance.\n\nRequired Qualifications:\nWith 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\n\nHigh level of mathematical, statistical and analytical skills\n\nPrepares well-composed oral and written reports and presentations for management and business unit audiences\n\nKnowledge of tools and resources utilized by the Workforce Team\n\nPreferred Qualifications:\nPossess excellent knowledge of call center operations, metrics, and related technology.\n\nSkilled in Workforce Management (WFM) tools, including Verint Impact 360 version 11 and Avaya IQ. Experience using AI-powered analytics tools (e.g., Power BI w/ AI insights, AWS ML models, Azure AI, ChatGPT-based automations, RPA with AI).\n\nProficient in Microsoft applications such as Excel and Access, alongside other relevant software, with completed training in Basic Excel and WFM programs.\n\nStrong PC skills, capable of toggling between multiple applications within Citrix.\n\nExcellent relationship management and negotiation skills, with attention to detail and the ability to identify trends and take remedial actions in high-pressure environments.\n\nWhen you join our team:\nWe’ll empower you to learn and grow the career you want.\n\nWe’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.\n\nAs part of our global team, we’ll support you in shaping the future you want to see.\n\nAbout Manulife and John Hancock\nManulife 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.\nManulife is an Equal Opportunity Employer\nAt 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.\nIt 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. 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