Scheduling Operations Expert

5 days ago


Angeles City, Central Luzon, Philippines OnTrac Full time

**About Us**

We are OnTrac, a leading company that delivers exceptional customer experiences through innovative workforce management solutions. Our global footprint and expertise in cultural nuance enable us to design and deliver tailored solutions that meet the unique needs of our clients.

Job Description:

The Workforce Scheduling and Forecasting Specialist plays a critical role in ensuring the success of our business unit. This position is responsible for analyzing and validating forecasted volume and building staffing/scheduling plans to meet business objectives.

Responsibilities:

Create optimized schedules to maximize efficient utilization of resources through cost-effective scheduling (holidays, voluntary time-offs, break planning, WFM Tool optimization).Log exceptions and future changes in the Work Force Management tool or template in a timely manner and make adjustments to ensure minimal impact on service delivery.Understand key metrics and financial drivers for all contracts to drive performance improvements while maintaining employee satisfaction.Ensure adequate staffing throughout service time and hours of operation, addressing gaps in the system promptly.Manage skill matrix, new hires, leavers & internal transfer processes, and update WFM systems timely.Maintain agents' annual leave and conduct regular audits of the WFM system.Oversee Attendance, Schedule Adherence, and compliance, continuously improving scheduling metrics.Generate intraday forecasts and analyze statistics to balance service levels with agent requirements.Provide creative suggestions to enhance the scheduling framework while promoting teamwork.Plan team activities and ensure front liners receive preferred schedules while meeting SLAs.Participate in meetings to understand project objectives and respond to client queries.Conduct root cause analysis and lead intraday planning meetings.Support RTM and Planners to ensure efficient WFM operations and automate repetitive tasks.Stay informed on new technologies and utilize AI and Machine Learning for operational success.Adapt scheduling and performance management strategies as needed to meet business demands.Provide insights to infrastructure planning and maintain reports on floor plans and seat utilization.Conduct ocular inspections and suggest improvements for infrastructure utilization.Write account-level specifications and training documents, and participate in WFM process strengthening.Train team members and exemplify WFM best practices.Implement Six Sigma methodology to enhance scheduling, planning, and reporting standards.

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