As a Workforce Solutions Analyst within Protection Solutions, you will play a critical role in optimizing staffing, scheduling, and performance across our Sales, Retention, and other lines of business to meet service level goals. You will be responsible for forecasting expected call volumes, current and future staffing needs, and acting in an agile manner to enable our advisors to best meet client needs in real time. Reporting to the Protection Solutions Operations Manager, you will use business data and statistical methods to identify areas of opportunity focused on improving our sales center operations. Position Responsibilities Manage and monitor queues in real time to ensure performance standards are met across multiple KPIs including service levels, answer rates, and schedule adherence. Build and manage Amazon Connect profiles for phone-based staff, including creating profiles for new members of staff. Forecast staffing level requirements to account for changes in call volumes due to seasonal variations, special events, and other cyclical patterns (such as marketing campaigns). Collaborate with team members and leadership to keep the team updated on any changes, current pain points, and new initiatives. Required Qualifications Previous workforce management and data analysis experience. Experience with forecasting to predict inbound/outbound call volumes using historical data, seasonality, and campaign trends. Experience with creating and modifying staffing schedules. Ability to monitor multiple call and chat queues in real time for schedule adherence. Understanding of workforce planning concepts (FTE, attrition, capacity planning). Comfortable in a fast-paced, agile work environment with the ability to work both independently and with multiple stakeholders. Strong attention to detail with critical thinking, analytical, and planning skills. Ability to prioritize, organize and summarize data from multiple sources to deliver actionable insights to operations and sales leadership. Excellent communication skills (written and verbal) with the ability to present to stakeholders and influence decisions. Preferred Qualifications Experience with various call center platforms including Amazon Connect, Verint, and Salesforce. Proficiency with data analysis tools including Excel and Power BI. Experience supporting multi-site and remote workforce environments. Ability to communicate complex data and concepts in a clear, business-friendly way. Bilingualism (English and French) is an asset. If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Quebec. 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. Referenced Salary Location Halifax, Nova Scotia Working Arrangement Hybrid Salary range is expected to be between $55,050.00 CAD - $91,750.00 CAD If you are applying for this role outside of the primary location, please contact recruitment@manulife.com for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact recruitment@manulife.com for more information about U.S.-specific paid time off provisions. We're Manulife. And we’re on a mission to make decisions easier and lives better. Better is what drives us. It’s what inspires us to find new ways to support customers and colleagues in living longer and healthier lives. It’s the reason we’re dedicated to investing in digital innovation and accelerating a sustainable and economically inclusive future. Joining us means you’ll be empowered to learn and grow your career. We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. And as part of our global team, you’ll help shape the future you want to see – and discover that better can take you anywhere you want to go. We’re proud of our accomplishments and recognitions. Recent awards include: 2024 Gallup Exceptional Workplace Award Winner Manulife Named one of Forbes World’s Best Employers 2023 Best Companies to Work for in Asia 2023 We’ve been recognized as one of Canada’s Top 100 Employers (2024) Manulife included in Bloomberg’s 2023 Gender-Equality Index To receive our latest job opportunities directly to your inbox, create an account or sign in and navigate to the ‘Job Alerts’ section located in the top right corner of the page. From there, you can sign up to receive job alerts. Our ambition is to be the most digital, customer-centric global company in our industry. Learn more at https://www.manulife.com/.
