Scheduler

Position: Scheduler

Job Requirements:

• At least 3 years of Scheduling or WFM-related experience
• Work Arrangement: Onsite at 7NEO, BGC, Taguig
• Shift: Night shift, 9:00 PM–6:00 AM Manila Time
• Days Off: Weekends off

key Responsibilities:

• Monitor real-time queues and work closely with multiple vendor partners to meet KPIs.
• Manage daily and intraday performance reports and provide updates to Leadership.
• Monitor daily and intraday schedule adherence.
• Analyze historical call volumes, interval arrival patterns, and staffing trends.
• Reallocate inbound volume and staffing assignments when needed.
• Encode exceptions in WFM tools.
• Serve as the point of contact for additional in-center pull out requests from internal teams and different vendors.
• Communicate real-time impacts such as outages, volume influxes, and vendor-related issues.

Required Skills & Qualifications:

• Passionate about delivering an excellent customer experience.
• Minimum of 1 year of relevant Workforce Management / Operations experience.
• Strong background in Real-Time Management, Reporting, Scheduling, and Capacity Planning.
• Proficient in using Workforce Management tools.
• Strong analytical skills with the ability to work with large amounts of data and identify trends and patterns.
• Proficient in Microsoft Excel and Google Sheets.
• Flexible and adaptable in a fast-paced and continuously evolving environment.
• Excellent written and verbal communication skills.
• Ability to collaborate proactively with other departments to improve resource utilization and contribute to performance improvements.

Sourcing Priority:

Please prioritize candidates with strong WFM, Scheduling, and Real-Time Management experience who are:

• Willing to work onsite in BGC
• Amenable to the 9:00 PM–6:00 AM night shift
• Available for a weekends-off schedule