Optimize Workforce with Expert Scheduler

8 hours ago

Las Piñas, National Capital Region, Philippines beBeeScheduler Full time $50,000 - $60,000
Workforce Scheduler Job Description

A Workforce Scheduler is a crucial role that ensures staff optimization by allocating adequate resources to meet demand.

The ideal candidate will have a high level of attention to detail, good analytical skills, and strong numerical literacy.

They must be able to communicate effectively with all levels of management, both written and verbal, and possess a thorough understanding of WFM efficiency metrics.

The role requires someone who can navigate MS Word, MS Excel, MS PowerPoint, and other database generating applications with ease.

Added knowledge of Google Suites is a definite plus.

Key Responsibilities:
  • Monitor queue level performance and variance to forecast in real time
  • Report any 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 any 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 and timeliness, along with proactive recommendations for actions
  • Update schedules with real-time attendance and exceptions
  • Approve/recommend alternatives for real-time schedule exception requests
Requirements:
  • BPO Operations background
  • At least 2 years of experience in Workforce Planning - preferably with expertise in Forecasting, Planning, and Scheduling, and Real-Time Management
  • High level of attention to detail
  • Good analytical skills
  • Strong numerical literacy
  • Ability to communicate effectively with all levels of management
  • Thorough understanding of WFM efficiency metrics

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