Manulife
Financial Services
BusinessOperationsConsultant
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Business Operations Consultant at Manulife. Skills: Forecasting, Workforce management, Data analysis. Create, manage and deliver accurate long term and. Produce and deliver volume plans”
What You'll Achieve.
Meet service level targets; Reduce call volumes; Reduce call length
Industry & Context.
Analytical; Problem solving; Root cause analysis
What They're Looking For.
Must Have
Degree in mathematics/statistics, finance or economics, Previous forecasting/demand experience, Advanced knowledge of statistical forecasting techniques, Excellent analytical and problem solving ability, Proficiency in Microsoft Office, Ability to independently drive for forecast accuracy improvement, Excellent interpersonal communication skills, Organizational abilities, Knowledge of contact center methodology, Excellent attention to detail, Customer-centric approach, Ability to work successfully independently and within a team
Nice to Have
Advanced excel preferred, Experience in forecasting tools such as Verint, Blue Pumpkin, Accent, Totalview or ForecastPro an asset
What You'll Do.
manage and deliver accurate long term and
Produce and deliver volume plans
Partner with key stakeholders
analysis and determine impact of projects
Predict volume and handle time
Drive the forecast process
Engage internal teams to identify variances
Provide appropriate recommendations based on analysis
Create reports and trend analysis
Use and maintain forecasts within the Verint system
Identify opportunities to improve processes
How You'll Work.
Team & Collaboration
Key stakeholders across organization; Sales, Marketing, Operations; Process Design and planning teams; Supervisor Workforce Management; Resource Planning Consultant
Communication Scope
Interpersonal communication
Full Job Description
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:**
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