Workforce Scheduler

Manila, Philippines

Responsibilities:

  • Communicate global scheduling guidelines and requirements to appropriate stakeholders.
  • Create and optimize schedule shells, allocating productive time based on interval level staffing needs
  • Recognize and communicate challenges and areas of improvement; providing solutions to meet staffing expectations at interval level.
  • Generate, evaluate, and update new schedules, manage shift bids and time off allocations
  • Facilitate meetings with stakeholders to ensure schedule plans are shared and discussed periodically
  • Work closely with Operations including business support groups (HR, Training, Facilities etc) to ensure essential training requirements and individual and personal development time are scheduled each week with the least impact to wait times
  • Review time off requests and make decisions based on forecast and business need
  • Work closely with Real-Time Analysts to update real-time schedule exceptions received in the WFM tool to ensure accurate adherence and compliance reporting
  • Ensure forecast and schedule efficiency, consistency, and reliability
  • Align call demand based on agent skills to achieve key performance objectives
  • Provide visibility and solutions to areas of opportunity to improve staffing performance
  • Conduct schedule simulations to provide advice regarding the impact of business strategies within contact centers.
  • Develop and maintain internal control, setting benchmarks and giving feedback on data performance and recommended actions
  • Ensure WFM tool is up-to-date with data and optimized

Qualifications:

  • Experience and understanding of staffing, queues, and performance measurements
  • Proficiency with Excel
  • Strong written and verbal communication skills with the ability to drive and effectively communicate change
  • Good reasoning abilities and sound judgment. Tactful, flexible and people oriented.
  • Communication and interpersonal skills
  • Ability to work in a team environment
  • Ability to act and drive a sense of urgency to ensure both internal and external customers are served in a timely manner.
  • Strong ability to analyze contact trends and take appropriate action
  • Must be available to work any shift any day