Call Center Workforce Scheduler

3 weeks ago

Davao City, Philippines TASQ Staffing Solutions Full time

Call Center Workforce Scheduler - Davao City About the job: Workforce Scheduler (Davao City) – Onsite. Requirements: 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 forecast contact center transaction volumes, trends, and average handle times to determine workloads for assigned operations functions. The incumbent will schedule production staffing to ensure resources are efficiently allocated and market queues are adequately staffed to handle forecasted production volumes. Responsibilities Service Planning: Create short-term to long-range forecasts for workload, HC requirements, AHT trends, shrinkage inputs, and occupancy. Evaluate interval-level attainment and trend against targets and forecasts to identify production volume changes that will lead to workload reassessment and realignment. Track and report forecasted vs actual production volume trends by LOB, campaign, and site. Perform root cause analysis to identify reasoning for poor service levels and create recommendations for turnaround. Monitor attendance and tardiness, adjust staffing, update scheduling database, and generate attendance reports. Adept in capacity planning and maintenance. Scheduling and Dissemination: Within the company’s Standard Work Rules and using IEX as scheduling software, generate schedules, determine appropriate shift types and number of shifts required to meet service levels by LOB and campaign. Clean up headcount roster and other credentials in IEX. Load historical volumes and patterns into the scheduler to project month-over-month variances. Ensure operational staff are positioned effectively with minimal need for overtime to meet service level objectives. Fully schedule agent development activities per the budget without risk to service level objectives. Coordinate large-scale training and other initiatives that require additional staffing, communicating with other departments. Identify needs for overtime and other staffing adjustments, incorporate them into schedules, advise/approve or deny time-off requests based on objective analysis. Conduct regular and impromptu meetings with departmental partners to review staffing models, recommend actions, and address potential risks to service level objectives, collaborating with Bill to Pay for course correction. #J-18808-Ljbffr

  • Call Center Workforce Scheduler

    3 weeks ago

    Quezon City, Philippines TASQ Staffing Solutions Full time

    About the job Call Center Workforce Scheduler - Quezon City About the job Workforce Scheduler (Quezon City) | Onsite Work Setup: Onsite 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...

  • Workforce Scheduler

    2 weeks ago

    Makati City, National Capital Region, Philippines Lean Solutions Group Full time ₱900,000 - ₱1,200,000 per year

    TheWorkforce Schedulerplays a key role in ensuring smooth daily operations by creating and managing agent schedules, monitoring real-time performance, and supporting staffing decisions that help meet service level goals. This role works closely with Operations and Workforce Management teams to align staffing with business needs, optimize resources, and...

  • Call Center Nurse

    2 weeks ago

    Iloilo City, Western Visayas, Philippines Caring-One Iloilo Call Center Services Full time ₱30,000 - ₱60,000 per year

    Job OverviewThe Triage Nurse is responsible for providing safe and effective telephone assessments, patient care instructions, and directions to the appropriate level of care (emergent, urgent, medical/non-urgent and self-care). It includes scheduling of appointments for labs and/or radiology, prescription refill.Key ResponsibilitiesFollow the policies &...

  • Call Center Nurse

    2 weeks ago

    Iloilo City, Western Visayas, Philippines Caring-One Iloilo Call Center Services Full time ₱300,000 - ₱600,000 per year

    About the role Join the growing team at Caring-One Iloilo Call Center Services, a leading provider of high-quality call centre services in Iloilo, Western Visayas. We are seeking an experienced Call Center Nurse to provide exceptional customer service and medical support to our diverse range of clients. This full-time position will be based in our modern...

  • URGENT! Workforce Scheduling Analyst | Teleperformance Vertis North

    4 weeks ago

    Quezon City, Philippines Teleperformance Full time

    About the role We have an exciting opportunity for a Workforce Analyst - Scheduling Focus to join our dynamic team at Teleperformance in Quezon City, Metro Manila. As a full-time Workforce Scheduling Analyst, you will play a crucial role in ensuring the efficient scheduling and staffing of our call center operations to deliver exceptional customer...

  • Work From Home

    4 weeks ago

    Cebu City, Philippines One Call Away Full time

    *Call Center Position WFH, Cold Call Appointment Setting Job Description:* *Job Title:* Appointment Setter (Remote) *Key Responsibilities:* - Make outbound calls to potential customers to set appointments for sales or services - Utilize persuasive communication skills to engage prospects and schedule meetings - Meet or exceed monthly appointment setting...

  • Call Center Agent

    2 weeks ago

    Angeles, City, Philippines Call Center Full time

    WE'RE HIRING: Healthcare Account (Seasonal) SM Clark Pampanga | Virtual Process October Class Looking for a meaningful career in healthcare support? Now’s your chance to be part of a seasonal account where you can make a real difference—while earning a competitive package! We're looking for passionate individuals who can handle customer interactions with...

  • Technical Support Specialist

    4 weeks ago

    Davao City, Philippines Altria Call Center Full time

    Company Description Altria Call Center is a trusted BPO partner delivering high-quality, scalable, and affordable customer experience solutions worldwide. Headquartered in the Philippines, we provide multilingual voice and non-voice services across regions including Saudi Arabia, GCC countries, USA, Canada, UK, and Australia. Our 24/7 support teams are...

  • Scheduler

    2 weeks ago

    Taguig City, Philippines ETeam PH Full time

    Monitor real-time queue and to work closely with multiple vendor partners to meet Key Performance Indicators (KPI) - Manage the daily/intraday performance reports and update status to Leadership - Manage daily and intraday schedule adherence - Analyze past call volume, interval arrival patterns and staffing patterns - Re-allocate inbound volume and staffing...

  • Call Center Staff

    2 weeks ago

    Davao City, Davao, Philippines FIL-STAR MARITIME CORPORATION (FORMERLY SANKO FIL-STAR MARITIME CORPORATION Full time ₱180,000 - ₱300,000 per year

    About the role We are seeking enthusiastic and customer-focused Call Center Staff to join our dynamic team at FIL-STAR MARITIME CORPORATION (FORMERLY SANKO FIL-STAR MARITIME CORPORATION') in Davao City, Davao del Sur. As a Call Center Staff, you will play a crucial role in providing exceptional customer service and support to our clients. This is a...