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Staffing and Scheduling Supervisor

2 weeks ago

Davao City, Davao, Philippines VXI Global Solutions Full time
Overview of the Job

This Workforce Manager position involves overseeing the workforce department, which includes forecasting, scheduling, and real-time monitoring of accounts.

Main Accountabilities:

  • Manage WFM personnel to ensure optimal workforce planning and deployment.
  • Set up and use WFM software and reporting tools to enhance performance.
  • Communicate effectively with Operations and other support departments to ensure smooth workflow.
  • Analyze historical center performance statistics to inform business decisions.
  • Develop and lead long-term forecast/staff plan and collaborate with stakeholders on budget meetings.
  • Partner with HR, Recruiting, and Training to streamline hiring and training processes.
  • Design and implement multi-skill training programs for existing agents.
  • Ensure clear communication with new hires regarding schedule processes.
  • Optimize short-term workload forecasting to guarantee sufficient staffing levels.
  • Determine and apply scheduling philosophy to optimize schedule assignments.
  • Proactively schedule discretionary activities such as training, meetings, overtime, and undertime.
  • Oversee intraday scheduling procedures, analyze real-time workload requirements, and adjust call routing to meet service level targets.
  • Prioritize efficiency, occupancy, and service targets.
  • Analyze and report employee performance, including schedule adherence.
  • Identify and suggest operational enhancements.
  • Carry out additional tasks as needed.

Requirements:

  • At least 3 years of experience in Workforce Management, with 1 year in a management capacity.
  • Healthcare experience is valuable.
  • Familiarity with CMS, Blue Pumpkin Activity Manager, and other WFM-related tools used for monitoring and data capture.