Job Description
- The Scheduler is responsible for, but not limited to:
- Data Analysis and Recommendation Formulation ○ Monitor and review volume patterns for existing clients. Update forecast based on historical data to compare with forecast provided by the client (if any) ○ Determine overtime hours for understaffing, additional time off for overstaffing ○ Track shrinkage or off-phone activities for accuracy of staffing recommendations ○ Come up with staffing recommendations (hiring and movements) to meet service level utilization targets, and determine financial impact on the business ○ Determine capacity per agent, per workgroup, per center, determine volume allocation between the two centers based on capacity ○ Calculate staffing requirements and create schedules that meet the defined service level, revenue goals, and operating and budget parameters ○ Analyze performance, forecast accuracy, and schedule efficiency; identify challenges and opportunities for improvement
- Report Generation and System Update
○ Update FTE and team list information
○ Create training and meeting schedules for optimizing agent availability
○ Generate schedules
○ Generate ad-hoc reports within Workforce's scope of responsibility
- Coordination With Other Units
○ Coordinate shift bids, administer schedule assignment process
○ Coordinate/administer schedule adjustments, schedule exceptions, schedule
trade/shift swap with Real Time Team
○ Regularly communicate with clients, Ops, and other units in WFM regarding forecast, staffing and capacity numbers
Qualifications
- At least 2 years of Workforce Scheduler experience
- Client Facing Experience
- Must be amenable to work in Makati
