Operational Scheduling Expert

6 days ago


Quezon City, National Capital Region, Philippines LeadAdvisors Full time

About the Role: We are seeking an experienced Workforce Management (WFM) Specialist to join our team at LeadAdvisors. As a WFM Specialist, you will play a critical role in optimizing scheduling, forecasting, and real-time monitoring for our business process outsourcing (BPO) operations.

Key Responsibilities:

  • Workforce Planning & Forecasting: Develop short-term and long-term forecasts for call volumes, chats, emails, and other customer interactions based on historical data and trends. Create staffing models to ensure adequate agent coverage while optimizing costs.
  • Scheduling & Shift Optimization: Generate and manage agent schedules to maintain optimal coverage across shifts. Implement real-time adjustments for attendance deviations, unexpected call volume spikes, or system downtimes.
  • Real-Time Monitoring: Monitor agent adherence to schedules in real-time, addressing discrepancies immediately. Track and report on absenteeism, tardiness, and unplanned leaves.
  • Performance Reporting & Analysis: Track and analyze WFM metrics, including Service Level, Average Handling Time, Occupancy & Utilization Rates, Schedule Adherence & Compliance, Shrinkage & Attrition. Generate daily, weekly, and monthly reports to provide insights into staffing efficiency and operational performance.
  • Collaboration with Stakeholders: Work closely with Operations, Training, HR, and Quality Assurance teams to align workforce strategies with business objectives.


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