Call Center Workforce Scheduler

3 weeks ago

Angeles City, Central Luzon, Philippines TASQ Staffing Solutions Full time
About the job Call Center Workforce Scheduler - Clark

About the job: Workforce Scheduler (Clark, Pampanga) | 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 this June
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 trends against targets and forecasts to identify workload changes and realignments
  • Track and report forecasted vs. actual production volume trends by LOB, campaign, and site; perform root cause analysis and recommend improvements
  • Monitor attendance and tardiness, adjust staffing, update databases, and generate reports
  • Adept in capacity planning and maintenance
Scheduling and Dissemination
  • Generate schedules using IEX, determine shift types, and staffing needs to meet service levels
  • Maintain and clean up staffing data in IEX
  • Load historical volumes and patterns to project variances
  • Ensure effective staffing with minimal overtime
  • Schedule agent development activities within budget and coordinate with other teams for large initiatives
  • Identify needs for overtime and staffing adjustments, and manage time-off requests objectively
  • Conduct meetings to review staffing models, risks, and action plans
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