Business Operations Consultant

The Contact Centre Technology and projects team is a dynamic unit responsible for the workforce management, Technology and Projects for Canadian Division contact centers. The ability for our contact center teams to meet service level targets is critical to our success in all business units. To do so, we need accurate and timely call volume forecasts created for each unique business unit, and these forecasts need to reflect the nuances of each business unit. This role uses historical data to build both short term and long term forecasts for seven different business units. The individual will be required to build relationships to understand all of the complexities within each area. They also will be required to determine and estimate the impact of key project deliverables on the workforce. The Forecaster will work with both the Supervisor Workforce Management as well as the Resource Planning Consultant.

Position Responsibilities:

• Create, manage and deliver accurate long term and short-term forecasts across multiple contact center groups and multiple levels
• Produce and deliver volume plans for our Resource Planner on a consistent basis
• Partner with key stakeholders across the organization (Sales, Marketing, Operations, Process Design and planning teams) to gather information, analysis and determine the impact that individual projects will have on our service levels.
• Predict items such as volume and handle time at multiple levels of granularity Drive the forecast process by engaging internal teams to identify variances (call drivers, abnormalities, project impacts etc.) and providing appropriate recommendations based on analysis
• Create reports and trend analysis based on insights from each business unit. Use and maintain forecasts within the Verint (Workforce Management) system to create best statically baselines within established processes Identify opportunities to improve processes that reduce call volumes or call length

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
• 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 [email protected].