Are you looking for a supportive and collaborative workplace with great benefits and clear career development? You’ve come to the right place.

Why choose Manulife?

Competitive Salary packages and performance bonuses

Day 1 HMO + FREE coverage for your dependents (inclusive of same-sex partners)

Retirement savings benefit

Rewarding culture that values wellness and well-being

Performance Bonus

Global network of industry experts

Extensive training resources

Job Description:

Manulife’s Workforce Management team is a dynamic group of individuals dedicated to providing excellent service to the businesses they support. The Forecaster is responsible for short term and long-term forecasting, resource planning, analytics, astute forecast accuracy, and providing proactive recommendations on industry trends and tools to create the best possible forecast.

The ability for our Contact Centre teams to meet service level targets is critical to our success in all business units. To do so, we need accurate and timely Contact Centre demand forecasts (contact volume, handle time) created for each unique business unit, and these forecasts need to reflect the nuances of each business unit.

The forecaster is required to build relationships and to understand all the complexities within each business while regularly interacting with senior leaders.  They also will be accountable for forecasting the impact of key projects and initiatives on the Contact Centre demand.

Have the skills and knowledge for the job? Learn more about the opening below!

Key Responsibilities:

Create, manage and deliver accurate long term and short-term forecasts across multiple Contact Centre groups and multiple levels by collecting historical information from a variety of sources and groups, utilizing advanced statistical methods and workforce management software tools

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 Contact Centre demand forecasts

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.

Track and report on Forecast Accuracy

Act as a subject matter expert and continuously optimize the use of the Verint Strategic Planner software tool for long term Contact Centre capacity planning

Use and maintain forecasts within the Verint (Workforce Management) system to create best statistical baselines within established processes

Continuously improve the forecasting process and demonstrate measurable improvement in Forecast Accuracy

Identify opportunities to improve processes that improve Contact Centre efficiency such as reduced call volumes, handle times and occupancy including call routing strategies and design

Qualifications:

Knowledge and understanding of contact centre methodology (queues, staffing, service levels, etc.)

Previous experience with Verint preferred

Excellent relationship building and interpersonal skills with a focus on high level of professionalism and customer service

Superior attention to detail, analytical and problem-solving skills

Strong time management skills

Embraces change

Self-motivated, able to work effectively under minimal supervision

Ability to motivate and positively influence others

Strong team player

Demonstrated professionalism

Able to juggle concurrent priorities, work under pressure and meet deadline

Advanced knowledge of MS Excel

Ability to independently drive for forecast accuracy improvement

Ability to work successfully independently and within a team

Let's make every day better together. Learn about our opportunities at JOBS.MANULIFE.COM

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