Analyst, Workforce Solutions

As a Workforce Solutions Analyst within Protection Solutions, you will play a critical role in optimizing staffing, scheduling, and performance across our Sales, Retention, and other lines of business to meet service level goals. You will be responsible for forecasting expected call volumes, current and future staffing needs, and acting in an agile manner to enable our advisors to best meet client needs in real time. Reporting to the Protection Solutions Operations Manager, you will use business data and statistical methods to identify areas of opportunity focused on improving our sales center operations.

Position Responsibilities

- Manage and monitor queues in real time to ensure performance standards are met across multiple KPIs including service levels, answer rates, and schedule adherence.

- Build and manage Amazon Connect profiles for phone‑based staff, including creating profiles for new members of staff.

- Forecast staffing level requirements to account for changes in call volumes due to seasonal variations, special events, and other cyclical patterns (such as marketing campaigns).

- Collaborate with team members and leadership to keep the team updated on any changes, current pain points, and new initiatives.

Required Qualifications

- Previous workforce management and data analysis experience.

- Experience with forecasting to predict inbound/outbound call volumes using historical data, seasonality, and campaign trends.

- Experience with creating and modifying staffing schedules. Ability to monitor multiple call and chat queues in real time for schedule adherence.

- Understanding of workforce planning concepts (FTE, attrition, capacity planning).

- Comfortable in a fast‑paced, agile work environment with the ability to work both independently and with multiple stakeholders.

- Strong attention to detail with critical thinking, analytical, and planning skills.

- Ability to prioritize, organize and summarize data from multiple sources to deliver actionable insights to operations and sales leadership.

- Excellent communication skills (written and verbal) with the ability to present to stakeholders and influence decisions.

Preferred Qualifications

- Experience with various call center platforms including Amazon Connect, Verint, and Salesforce.

- Proficiency with data analysis tools including Excel and Power BI.

- Experience supporting multi‑site and remote workforce environments.

- Ability to communicate complex data and concepts in a clear, business‑friendly way.

- Bilingualism (English and French) is an asset. If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Quebec.

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.

關於宏利和恒康

宏利金融公司是一家業界領先的國際金融服務商，致力於幫助人們實現「輕鬆投資理財，樂享豐盛人生」。若要進一步了解我們，請瀏覽 https://www.manulifeim.com/institutional/tw/en。

宏利是平等機會僱主

在宏利／恒康，我們擁抱多元。我們致力於吸引、培養及挽留和所服務客戶同樣多元的員工，並從而營造包容的工作環境，接納文化和個體差異。我們矢志維持公平的招聘、挽留、晉升及薪酬制度，我們管理的所有實踐及項目不會因種族、血統、原籍地、膚色、族裔、國籍、宗教或宗教信仰、信仰、性別（包括懷孕及其相關情況）、性取向、遺傳特徵、退伍軍人身份、性別認同、性別表達、年齡、婚姻狀況、家庭狀況、殘疾或受適用法律保護的任何其他因素而區別對待。

我們的首要任務是消除障礙，為員工提供平等就業機會。人力資源部代表將盡力為應徵過程中提出要求的申請人提供合理協助。申請人要求提供協助所分享的信息將會按照適用法律及宏利／恒康政策儲存及使用。應徵過程中如需協助，請聯絡 recruitment@manulife.com。

Referenced Salary Location

Halifax, Nova Scotia

Working Arrangement

混合式

Salary range is expected to be between

$55,050.00 CAD - $91,750.00 CAD

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short‑ and long‑term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact recruitment@manulife.com for more information about U.S.-specific paid time off provisions.

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