Forecasting and Scheduling Expert

13 hours ago

Manila, National Capital Region, Philippines beBeeWorkforce Full time ₱700,000 - ₱1,033,500
Strategic Workforce Management Lead

This role involves providing visionary leadership to our organization in workforce management areas, including forecasting, scheduling, and analysis.

The ideal candidate will support processes to maximize workflow while minimizing causes of client and customer dissatisfaction.

Main Responsibilities:
  • Maintain accurate forecasts, capacity plans, and schedule plans to ensure timely and precise delivery.
  • Offer strategic recommendations to improve productivity while balancing service levels.
  • Provide consultation to Operations/Account Management on staffing and volumes utilizing staffing models for new or adjusted forecasted assumptions.
  • Collaborate with Operations to develop processes for shift types, vacations, and other schedule exceptions strategies that maintain the employee needs/client requirements balance.
  • Recommend roles and responsibilities with Operations to provide the best opportunity for meeting client and internal measures and expectations.
  • Coordinate with other departments to identify hiring strategies and required tour groups for new programs and attrition replacements.
  • Manage the implementation of new programs from a Forecast, Capacity Planning, and Scheduling perspective.
  • Foster an environment that encourages coworkers to exceed customers' expectations.
  • Ensure all reference materials are up-to-date.
  • Facilitate, lead, and participate in daily and weekly meetings among key stakeholders.
Key Requirements:
  • At least 2 years of previous Contact Center WFM experience.
  • High proficiency with computers and excellent knowledge of word processing, spreadsheets, and database systems.
  • Experience with WFM Tools; IEX, eWFM, CMS, Avaya, Geotel, etc.
  • Broad knowledge of inbound contact center environments.
  • Exceptional verbal and written communication skills.
  • Ability to multitask in a professional and courteous manner.
  • Superb listening, probing, negotiation, and de-escalation skills.
  • Must have analytical and troubleshooting expertise.
  • Ability to provide on-call support and work a flexible schedule.
Why You'll Thrive Here:

Our organization is committed to creating an environment where you can grow professionally and personally. We offer opportunities for advancement, training, and development, as well as a competitive compensation package.

What's Next:

If you're passionate about delivering exceptional results and contributing to a high-performing team, we want to hear from you

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