This role provides the opportunity to join the dynamic Contact Centre Technology and Projects team, essential for meeting service level targets in the Canadian Division's contact centers. By creating accurate call volume forecasts for seven business units, you will play a crucial role in our success. You'll develop your analytical and relationship-building skills while collaborating with the Supervisor of Workforce Management and the Resource Planning Consultant, contributing to effective workforce management and project impact analysis. **Position Responsibilities:** + Create, manage, and deliver accurate long-term and short-term forecasts across multiple contact center groups and levels. + Produce and deliver volume plans for the Resource Planner consistently. Collaborate with key stakeholders (Sales, Marketing, Operations, Process Design, and planning teams) to gather information, analyze, and determine the impact of individual projects on service levels. + Predict variables such as volume and handle time at various levels of granularity and drive the forecasting process by engaging internal teams to identify variances and provide recommendations. + Create reports and trend analyses from insights across business units, maintain forecasts within the Verint Workforce Management system, and identify opportunities to improve processes that reduce call volumes or duration. **Required Qualifications:** + A degree in mathematics/statistics, finance or economics Previous forecasting/demand experience, ideally gained within a contact center environment Advanced knowledge of statistical forecasting techniques such as exponential smoothing or regression + Excellent analytical and problem solving ability Proficiency in Microsoft Office - advanced excel preferred + Experience in forecasting tools such as Verint, Blue Pumpkin, Accent, Totalview or ForecastPro an asset Ability to independently drive for forecast accuracy improvement + Excellent interpersonal communication skills and strong organizational abilities Knowledge and understanding of contact center methodology (queues, staffing, service levels, etc.) Excellent attention to detail with a customer-centric approach **Preferred Qualifications:** + Ability to create accurate and timely call volume forecasts for each unique business unit, reflecting their specific nuances. + Experience using historical data to build both short-term and long-term forecasts for multiple business units. + Strong relationship-building skills to understand the complexities within each business unit. + Proficiency in estimating the impact of key project deliverables on workforce requirements. + Experience in developing forecasts for at least seven different business units is preferred. Ability to work successfully independently and within a team **_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. **Acerca de Manulife y John Hancock** Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite http://www.manulife.com . **Manulife es un empleador que ofrece igualdad de oportunidades** En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente. Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a recruitment@manulife.com . **Modalidades de Trabajo** Híbrido