Optimal Staffing Specialist

2 days ago

Las Piñas, National Capital Region, Philippines beBeeScheduler Full time $30,000 - $40,000
Workforce Scheduler Job Overview

The Workforce Scheduler is responsible for ensuring optimal staffing levels to meet customer demand. This involves monitoring schedule adherence, service levels, and absenteeism, while addressing concerns as needed.

Key Responsibilities:
  • Monitor queue level performance and variance in real-time
  • Report significant variations from forecast to Operations and WFM Management
  • Provide recommendations for addressing and responding to variations from forecast
  • Monitor agent-level schedule adherence
  • Report significant inadherence to Operations and WFM Management in a proactive and urgent manner
  • Analyze variations to forecast and project impact for the remainder of the day
  • Compile and submit intraday reports with accuracy, timeliness, and proactive recommendations for actions
  • Update schedules with real-time attendance and exceptions
  • Approve/recommend alternatives for real-time schedule exception requests
Required Skills and Qualifications:
  • High level of attention to detail
  • Good analytical skills, including root cause analysis
  • Strong numerical literacy and a thorough understanding of contact center and WFM metrics
  • Ability to communicate effectively to all levels of management, both written and verbal
  • Ability to read trends and project those trends into future forecasts
Benefits:

At our organization, we prioritize employee well-being with competitive industry salaries and comprehensive benefits. Our inclusive environment encourages internal mobility and professional growth within the company.

Other Requirements:

This position requires frequent communication with Operations Management, Team Leaders, other WFM staff, and regular communication and meetings with WFM Schedule/Planning staff.

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