Workforce Planning and Scheduling Specialist
1 month ago
QUESS PHILIPPINES CORPORATION is seeking a skilled Workforce Planning and Scheduling Specialist to join our team. As a key member of our operations, you will be responsible for creating and managing short-term and long-term forecasts, analyzing current performance, and coordinating with Operations teams to achieve service level goals.
About the RoleThis role requires 5+ years of WFM experience with scheduling, planning, and forecasting. You will create and manage new forecasts based on historical information, utilize various forecasting methodologies, and perform continual analysis of current performance. Additionally, you will maintain constant communication with Operations teams to coordinate needed staffing adjustments.
Key Responsibilities- Create and manage new short-term and long-term forecasts based on historical information
- Analyze current performance and conduct real-time re-forecasting to make necessary adjustments in staffing plans
- Coordinate with Operations teams to achieve service level goals
- Maintain constant communication with Operations teams to coordinate needed staffing adjustments
- Produce call volume forecasts on a daily, weekly, monthly, and annual basis
To be successful in this role, you will need:
- Working knowledge of WFM tools like IEX and Verint
- Advanced Excel knowledge
- Ability to generate forecasts for businesses with no historical data using forecasting insights gained through industry expertise
- Complete understanding of overall operational activities including phone, email, chat, community, and social media support
- Ability to perform forecasting in a contact Centre environment and schedule to those needs
- Clear communication skills to manage client and stakeholder conversations
- Graduate in Mathematics, Science, Statistics, or related field
- Team player as well as a skilled individual contributor
We offer a competitive salary range of PHP 120,000 - 180,000 per annum, depending on experience. This includes benefits such as health insurance, paid time off, and professional development opportunities. Our company culture values teamwork, innovation, and continuous learning.
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