Strategic Scheduling Operations Lead

1 month ago


Manila, National Capital Region, Philippines Neksjob Full time

We are seeking a detail-oriented Strategic Scheduling Operations Lead to join Neksjob. This role is critical for optimizing the scheduling and performance of our voice-based customer service operations.

About the Role

The ideal candidate will have a strong understanding of scheduling principles, experience with call center metrics, and a passion for enhancing customer satisfaction through effective resource allocation.

Key Responsibilities:
  • Forecasting and Planning: Analyze historical call volume data and trends to develop accurate forecasts for staffing needs.
  • Collaborate with Management: Work closely with management to understand business changes that may impact call volume and adjust forecasts accordingly.
  • Scheduling: Create and manage staff schedules to ensure adequate coverage for voice-based customer service operations.
  • Real-Time Management: Monitor call center performance in real-time, adjusting staffing levels and schedules as needed to meet service level agreements (SLAs).

Reporting and Analysis: Generate and analyze performance reports, including key metrics such as average handle time, service levels, and agent productivity.

Qualifications: Bachelor's degree in Business Administration, Operations Management, or a related field; equivalent experience will be considered.

Salary: $80,000 - $110,000 per year, depending on experience and qualifications.



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