scheduler

4 weeks ago


Manila, National Capital Region, Philippines Qualfon Full time
Job Summary

Manage call center operations, schedule staff, and analyze data to ensure optimal service levels and meet business goals.

Main Responsibilities

• Schedule Generation and Staffing Analysis: Use workforce management software to manage intra-day staffing levels, ensure proper staffing and scheduling, and analyze call center metrics and performance. • Facilitate Staffing Calls: Prepare intraday staffing call analysis reports, propose schedule changes, and address concerns and requests from Operations Partners. • Schedule Management: Publish schedules from finalized shift bids, update valid schedule requests, and ensure agents have correct hours and rest days. • Workforce Scheduling Tool Utilization and Maintenance: Ensure all schedules are run through the scheduling tool, create intraday analysis and simulations, and update schedules to ensure proper staffing. • Trend Analysis: Use workforce management software to help manage intra-day staffing levels, recognize and interpret trends, and analyze intraday call forecasts. • Manage Agent Leaves: Compute staffing percentages, coordinate and project shrinkage expectations, and identify correct VL allocation per group. • Avaya Skill Set Audit: Audit skill sets for all agents, ensure correct skill set and priorities are assigned, and maintain documentation and workflow for IVR routing, telephony routing, and agent skilling.

Requirements

• Bachelor's Degree in Business Administration, Accounting, Finance, or Math or relevant work experience (2-4 years) considered an acceptable substitute for the education requirement. • Experience working with different Scheduling software (e.g. Verint, eWFM, IEX, Genesys)

Other Skills and Experiences

• Strong analytical and problem-solving skills • Excellent communication and interpersonal skills • Ability to work in a fast-paced environment and prioritize tasks effectively


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