WFM Supervisor

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:

This position is responsible for gathering, validating, and analyzing data related to staff planning from a variety of sources to develop long term capacity plans for work areas. Also responsible for identifying and driving best practices; developing recommendations and evaluating the impact of the implementation of innovative solutions.

People Leader Role: Yes

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

Key Responsibilities:

• Lead a team of Real Time Analysts
• Look for continuous opportunities to optimize skilling and queue builds/groups to drive better customer experience (lower wait times)
• Create and maintain Real Time Management Playbooks
• Daily Real Time update reporting process
• Timely Delivery of daily Real Time Reporting
• POC in outage management, responsible in providing updates until issue is resolved

Qualifications:

• Excellent influencing and interpersonal skills with the ability to develop and deliver presentations to senior audiences and key stakeholders
• Demonstrated ability to take initiative, establish priorities, and generate original ideas and to be flexible in the face of shifting demands and challenging situations
• Collaborative leadership style to negotiate and develop “win-win” solutions for stakeholders with competing priorities
• Strong organizational skills with attention to detail and ability to manage changing priorities and meet deadlines
• Demonstrated leadership and managerial excellence including hiring, performance management and employee development
• Excellent time management and organizational skills
• Strong business process modeling background

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 [email protected].

Hybrid