Workforce Scheduler
Published | July 4, 2024 |
Expires | July 19, 2024 |
Location | Pasig City, Philippines |
Category | Others |
Job Type | Full-time |
Description
Duties and Responsibilities:
- Manages day-to-day forecasting and scheduling for assigned accounts
- Establish baseline for forecast vs actual stats
- Manages stats history for comparison and planning
- Provides clear communication of the forecasted workload and required headcount to upper management
- Appropriately forecast and account for growth on a daily, weekly, monthly, seasonal and yearly basis (including holidays) Responsible for updating the stats in the WFM tool
- Gathers data to understand the key drivers of volume and incorporate it into forecasting and planning
- Coordinate with analysts to calibrate data and recommendations to senior management
- Leads in building staffing strategies that support, multi-skilled, multi-site agents
Qualifications:
- At least 6 months experience as a scheduler/planner in a BPO
- Knowledge in data translation
- Familiarity with workforce tools
- Client-facing experience
- Expertise in basic BPO SLAs
- Attention to detail
- Can work independently
- Ability to logically structure analytical framework to solve practical problems or design new processes
- Exposure to sales environment in a call center with aggressive service level goals
- Familiarity with telephony systems and call center technology and vocabulary
- Must be willing to work onsite in Ortigas