Scheduler I Work From Home

2 days ago

España, Romblon, Philippines Manpower (Philippines) Remote Full-time ₱446,000 - ₱781,000 Contract

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Passionate about delivering excellent Customer Experience
Minimum of 1 year of relevant experience in Workforce Management / Operations
Expertise in real-time management, reporting and has background in scheduling and capacity planning.
Proficient in the use of workforce management tools
Able to work with large amounts of data to identify trends and patterns.
Specialist in spreadsheet tools like Excel and Google Sheet.
Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization.
Excellent written and verbal communication skills required.
Able to proactively collaborate with other departments to seek opportunities for improvement of resource utilization and provide input on performance.

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 assignment (if needed).
Encode exceptions on the WFM tools.
The point of contact for any additional in-center pullout requests internally and from different vendors.
Communicating any real impacts (outages, influxes in volume, vendor issues).