Call Center Workforce Scheduler
13 hours ago
About the job Workforce Scheduler (Pasay City) | Onsite Work Setup: Onsite (MOA)Shift: Graveyard Schedule Requirements: At least 1 year experience as WFM Scheduler in a BPO/Call Center Setup All candidates must be amenable to start ASAP. RESPONSIBILITIES: Service Planning The scheduling and service planning specialist is expected to create short-term to long-range forecasts (but not limited to) for the following: workload, HC requirements, AHT trends, shrinkage inputs, and occupancy. Routinely evaluate interval-level attainment and trend against targets and forecasts to identify production volume changes that will lead to workload reassessment and the appropriate realignment in specific or all fields. Track and report forecasted vs. actual production volume trends by LOB, campaign, and site. Perform root cause analysis to identify the reasoning for poor service levels and create recommendations for turnaround at the soonest possible time. Monitor attendance and tardiness by day and interval, adjust for staffing challenges, update the scheduling database, and generate attendance reports. Adept in capacity planning and maintenance. Scheduling and Dissemination Within the guidelines of the company's Standard Work Rules and using IEX as scheduling software, generate schedules, determine the appropriate shift types, and determine the number of shifts required to meet service levels by line of business (LOB) and at the campaign level. Routinely clean up the headcount roster and other related credentials in IEX. Loading the appropriate historical volumes and patterns into the scheduler to project month-over-month variances. Ensures that all operational staff are positioned effectively with minimal need for overtime to meet service level objectives. Completely schedule agent development activities per the budget without risk to service level objectives. When large-scale training and other initiatives require the use of other service area staffing, coordinate efforts by effectively communicating market/campaign. Able to identify needs for overtime and other necessary in-office and out-of-office staffing adjustments ahead of time and incorporate them into schedules. Advise and/or approve/deny time-off requests based on objective analysis. Conduct regular and impromptu meetings with other departmental partners to go through staffing models, recommended actions, and call out any potential risks to service level objectives and Bill to Pay together with the action plans to course correct at the soonest possible time.
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Call Center Workforce Scheduler
13 hours ago
Pasay, Philippines TASQ Staffing Solutions Full timeAbout the job Workforce Scheduler (Pasay) | OnsiteRequirements:At least 1 year experience as WFM Scheduler in a BPO/Call Center Setup We need people who can start immediately or who are on their final few days of rendering their resignation. Work Setup: Onsite Shift: Graveyard Schedule The workforce scheduler is expected to understand and may forecast...
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Call Center Workforce Scheduler
2 days ago
Pasay City, Philippines TASQ Staffing Solutions Full timeAbout the job Workforce Scheduler (Pasay) | OnsiteRequirements:At least 1 year experience as WFM Scheduler in a BPO/Call Center Setup We need people who can start immediately or who are on their final few days of rendering their resignation. Work Setup: Onsite Shift: Graveyard Schedule The workforce scheduler is expected to understand and may forecast...
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Workforce Scheduler
13 hours ago
Pasay, Philippines TASQ Staffing Solutions Full timePosition: Workforce Scheduler (Pasay) | OnsiteWork Arrangement: Onsite Shift: Graveyard schedule Requirements: Minimum of 1 year experience as a WFM Scheduler in a BPO or call center environmentCandidates must be available to start as soon as possible
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Workforce Scheduler
13 hours ago
Pasay, Philippines TASQ Staffing Solutions Full timeAbout the job Workforce Scheduler (MOA Pasay) | Onsite Work Setup: Onsite Shift: Graveyard Schedule Requirements: At least 1 year experience as WFM Scheduler in a BPO/Call Center SetupAll candidates must be amenable to start ASAP. RESPONSIBILITIES: Service Planning The scheduling and service planning specialist is expected to create short-term to long-range...
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Call Center Workforce Manager
3 weeks ago
Pasay, Philippines TASQ Staffing Solutions Full timePosition: Workforce Manager (MOA Pasay) | Onsite Work Setup: 100% Onsite Work Location: MOA Pasay Work Schedule: Monday to Friday, 5 AM - 4 PM (may vary based on business needs, especially for AU Program) Responsibilities: Develop monthly, daily, and interval forecasts by analyzing historical data and considering factors like special events, seasonality,...
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Call Center Workforce Manager
3 weeks ago
Pasay, Philippines TASQ Staffing Solutions Full timeAbout the Position: Workforce Manager (MOA Pasay) | Onsite Work Arrangement: 100% Onsite Location: MOA Pasay Work Schedule: Monday to Friday, 5:00 AM 4:00 PM (may vary based on business requirements, AU Program) Responsibilities: - Develop monthly, daily, and interval forecasts by analyzing historical data and considering factors such as special events,...
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Workforce Specialist for a PIONEER account
2 weeks ago
Pasay, National Capital Region, Philippines ePERFORMAX Contact Centers Corporation Full time ₱250,000 - ₱450,000 per yearResponsibilities:Manage intraday staffing needs in order to meet client requirements based on prescribed intervalsMonitor real-time teammates' call/email/chat status in order to maintain efficiency in serving customersRegularly update teammates' adherence in order to reflect accurate reports which are critical to client analysis and teammate...
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Call Center Representative
4 weeks ago
Pasay, Philippines Trinity Workforce Solutions, Inc. Full timeResponsibilities Manage incoming calls and customer inquiries effectively. Provide accurate product and service information. Resolve customer complaints and issues with professionalism. Maintain records of customer interactions. Collaborate with team members to improve service quality. Meet performance metrics and targets. Maintain a positive and friendly...
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Call Center Agent
4 weeks ago
Pasay, Philippines Neksjob Philippines Full timeOverview We are looking for a Call Center Agent to join our team and serve as the first point of contact for our customers. In this role, you will manage inquiries, provide accurate information, and ensure prompt, professional resolutions to maintain high levels of customer satisfaction. Responsibilities Manage inquiries, provide accurate information, and...
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Call Center Agent
2 weeks ago
Pasay, National Capital Region, Philippines neksjob Full time ₱200,000 - ₱250,000 per yearneksjob is hiring a Full time Call Center Agent role in Pasay, NCR. Apply now to be part of our team.Job summary:Flexible hours availableQualifications:6 months of call center experienceHigh School or Senior High School graduateBasic computer proficiencyStrong verbal and written communication skillsBenefits:-Competitive salary with bonuses and performance...
