Scheduler (WFM)

Job Description

• Create accurate workload, service level and FTE requirement forecast on a monthly, weekly, daily and intraday level
• Collaborate with Partnering team and Onshore WFM stakeholder to identify suitable inputs to include/exclude in all forecasts and models.
• Delivery of optimal and cost-effective scheduling in line with timelines and expectations.
• Delivery of accurate reporting relating to scheduling outputs
• Action team change requests in an accurate and timely manner
• Effective real time queue management and load sharing across skills, brands and departments.
• Support ad hoc requests from WNS operations for coaching and meeting requirements.
• Strong oral and written communication skills.
• Demonstrate a highly flexible mindset, being ready to adapt to constant change required by Client.
• Monitor and drive completion of all OLS learning modules as required by Client.
• Attend operational meetings when required.

Qualifications

• Minimum 3 years experience working in a service industry on an English-speaking contact center.
• Scheduling/RTA required skills
• Demonstrated capability to design and facilitate content and analyze trends/outcomes.
• Strong Microsoft Excel skills.
• Amenable to work onsite in Quezon City.