Workforce Management Analyst Job Kitchener area,Waterloo Ontario Canada,IT/Tech

Location: Waterloo

The Workforce Management Analyst will be a key contributor in driving operational excellence through precise forecasting and strategic resource planning. In this role, you will develop accurate daily forecasts, provide actionable insights to optimize work distribution, and lead daily service calls to ensure teams are aligned on performance expectations and volume trends. You will also oversee centralized hiring plans to maintain headcount accuracy and support effective capacity planning across the organization.

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:

3–5 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:

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.

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:

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 .

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 .

Referenced Salary Location

Halifax, Nova Scotia

Working Arrangement

Hybrid

Salary range is expected to be between

$56,175.00 CAD - $93,625.00 CAD

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The…


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