Workforce Management Analyst

The Workforce Analyst will play a critical role in optimizing operational performance through accurate forecasting and resource planning. This individual will be responsible for developing daily forecasts delivering actionable insights to optimize work allocation by type and leading daily service calls to ensure alignment on performance and expected volumes. The role will also maintain centralized hiring plans to ensure headcount accuracy for forecasting and capacity planning.

Position Responsibilities :

Develop and maintain daily claims forecasts using multi-day work item methodologies including backlog inventory and service level projections.

Lead daily service calls to align stakeholders on performance metrics expected volumes and operational priorities.

Maintain and validate centralized hiring plans to ensure headcount accuracy for workforce forecasting.

Provide insights and recommendations to optimize work distribution and improve service outcomes.

Support digital enablement initiatives by leveraging Power BI for performance dashboards and predictive analytics.

Collaborate with cross-functional teams to ensure workforce strategies align with business objectives.

Required Qualifications :

35 years of experience in workforce management forecasting or capacity planning.

Advanced proficiency in Microsoft Excel (including complex formulas pivot tables and data modeling).

Familiarity with Amazon Connect or other scheduling software.

Proficiency in Power BI for reporting and predictive analytics.

Preferred Qualifications :

Strong stakeholder engagement and communication skills with the ability to lead discussions and influence decisions.

Experience in back-office planning or managing multi-day work items.

Basic SQL knowledge (asset but not required).

Experience with contact center or workforce management tools (e.g. NICE Verint) considered an asset.

When you join our team :

Well empower you to learn and grow the career you want.

Well recognize and support you in a flexible environment where well-being and inclusion are more than just words.

As part of our global team well support you in shaping the future you want to see.

#LI-HYBRID

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 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 .

Referenced Salary Location

Halifax Nova Scotia

Working Arrangement

Hybrid

Salary range is expected to be between

$56175.00 CAD - $93625.00 CAD

If you are applying for this role outside of the primary location please contact for the salary range for your location. The actual salary will vary depending on local market conditions geography and relevant job-related factors such as knowledge skills qualifications experience and education / training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

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 for more information about U.S.-specific paid time off provisions.

Required Experience :

IC

Key Skills

Active Directory,Customer Service,End user,Access Points,Deskside Support,Windows,SCCM,Troubleshoot,User Accounts,Desktop,PC,Backup,Setup,hardware,Technical Support

Employment Type : Full-Time

Experience : years

Vacancy : 1