Jobs for People with MS: National MS Society

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

Working Arrangement

Hybrid

Job Description

Responsibilities:

• Maintain 4 weeks rolling published schedules

• Annual vacation process

• Coordinate with training team to make cross training recommendations

• Ad hoc requests (ex. extended hours, flexible schedules, queue consolidation)

• Maintain accurate, effective schedules for all Associates ensuring proper coverage in multiple queues

• Provide regular updates toleaders and staff regarding service and staffing conditions

• Develop and implement appropriate and timely Service Level Action Plans that may include adjustments to on-line and off-line staffing

• Provide communication and direction toleaders and staff in the implementation of Service Level Action Plans

• Input changes to associates schedules into Verint in an accurate and timely manner

• Complete other tasks as needed to meet daily operational requirements

• Optimize / Redeploy staffing to improve service and cost

Qualifications:

• Previous scheduling experience is a must

• Previous experience withBack-office WFMpreferred

• Experience with Verint an asset

• Strong analytical and problem-solving skills

• Strong technical skills; comfortable learning and effectively using a wide variety tools and software

• Strong communication skills, both written and verbal

• Strong interpersonal skills

• Strong organization and time management skills

• Good understanding of basic BPOmetrics and overall BPOoperations

• Flexible, ability to adapt quickly to 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 andmulti task

• Ability to work under pressure

• Required to work flexible hours and evening

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.

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 .