Workforce Operations Manager
2 weeks ago
The Scheduler is a critical role in our workforce management processes, responsible for ensuring that KPIs are met through effective scheduling and change management. As the central point of contact for supervisors and senior management, this position requires strong communication and analytical skills.
Responsibilities- Assign resources (Planned roster) by period to meet estimated loaded demand, utilizing data analysis and forecasting techniques to optimize schedules.
- Analyze historical transaction volume and AHT arrival patterns to determine future patterns and demand requirements, informing schedule adjustments as needed.
- Process shift trades, schedule change requests, and time off requests after schedules are released by the client, ensuring timely and efficient resolution.
- Evaluate and adjust schedules to accommodate changes in priorities or deadlines, optimizing break and lunch schedules as resource requirements change.
- Determine the need for extra hours and/or VTO, assessing availability for offline functions and approving/denying as required.
- Assist supervisory and management in understanding the impact of events throughout the day/week, providing regular feedback to improve short-range planning precision.
- Foster flexible and adaptable work environment, with willingness to accept assigned tasks to meet business needs.
- Ability to analyze and interpret moderately complex data using workforce management software, with advanced knowledge in MS Excel formulas, including pivots and database management.
- Effective communication and interpersonal skills, with ability to work with peers and other teams to achieve performance goals and objectives.
- Proficient personal computer skills, including Microsoft Office, with strong typing and data entry abilities.
- Able to prioritize and organize work in a multitasked environment, making decisions and solving problems under pressure.
- Maintain the highest level of confidentiality and professionalism, working in a fast-paced and dynamic work environment.
- Knowledge in AVAYA, APOLLO, SALESFORCE, PLAYVOX, with ability to learn and adapt to new systems and technologies.
P100,000 - P150,000 per month, depending on experience and qualifications.
About UsDatamatics Careers- Philippines is a leading provider of innovative solutions in workforce management, dedicated to delivering exceptional results and exceeding customer expectations.
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