As a Capacity Planner, you will focus on optimizing skills and queue structures to enhance customer experience by reducing wait times. You will be responsible for creating and maintaining Real Time Management Playbooks. Additionally, you'll manage the daily Real Time update reporting process and ensure the timely delivery of these reports. In the event of outages, you will serve as the point of contact, providing updates until the issue is resolved. Your role is vital in driving continuous improvements and ensuring seamless real-time operations.

Position Responsibilities:

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 PlaybooksDaily Real Time update reporting processTimely Delivery of daily Real Time ReportingPOC in outage management, responsible in providing updates until issue is resolved

Required Qualifications:

Minimum 3 years experience in end to end WFMMust have background in using WFM tools: Genesys, AWS and VerintExcellent influencing and interpersonal skills with the ability to develop and deliver presentations to senior audiences and key stakeholdersDemonstrated ability to employ a collaborative leadership style to negotiate and develop "win-win" solutions for stakeholders with competing priorities.

Preferred Qualifications:

Strong organizational skills with attention to detail and ability to manage changing priorities and meet deadlinesDemonstrated leadership and managerial excellence including hiring, performance management and employee developmentDemonstrated ability to take initiative, establish priorities, and generate original ideas and to be flexible in the face of shifting demands and challenging situationsExcellent time management and organizational skillsStrong business process modeling background

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 recruitment@manulife.com.

Working Arrangement

Hybrid