Call Center Workforce Scheduler

3 hours ago

Angeles, Philippines TASQ Staffing Solutions Full time

About the job Workforce Scheduler (Clark, Pampanga) | OnsiteRequirements:At least 1 year experience as WFM Scheduler in a BPO/Call Center Setup We need people who can start immediately or who are on their final few days of rendering their resignation. Work Setup: Onsite Shift: Graveyard Schedule The workforce scheduler is expected to understand and may forecast contact center transaction volumes, trends, and average handle times to determine workloads for assigned operations functions. The incumbent will schedule production staffing to ensure resources are efficiently allocated and market queues are adequately staffed to handle forecasted production volumes. RESPONSIBILITIES: Service Planning The scheduling and service planning specialist is expected to create short-term to long-range forecasts (but not limited to) for the following: workload, HC requirements, AHT trends, shrinkage inputs, and occupancy. Routinely evaluate interval-level attainment and trend against targets and forecasts to identify production volume changes that will lead to workload reassessment and the appropriate realignment in specific or all fields. Track and report forecasted vs. actual production volume trends by LOB, campaign, and site. Perform root cause analysis to identify the reasoning for poor service levels and create recommendations for turnaround at the soonest possible time. Monitor attendance and tardiness by day and interval, adjust for staffing challenges, update the scheduling database, and generate attendance reports. Adept in capacity planning and maintenance. Scheduling and Dissemination Within the guidelines of the company's Standard Work Rules and using IEX as scheduling software, generate schedules, determine the appropriate shift types, and determine the number of shifts required to meet service levels by line of business (LOB) and at the campaign level. Routinely clean up the headcount roster and other related credentials in IEX. Loading the appropriate historical volumes and patterns into the scheduler to project month-over-month variances. Ensures that all operational staff are positioned effectively with minimal need for overtime to meet service level objectives. Completely schedule agent development activities per the budget without risk to service level objectives. When large-scale training and other initiatives require the use of other service area staffing, coordinate efforts by effectively communicating market/campaign. Able to identify needs for overtime and other necessary in-office and out-of-office staffing adjustments ahead of time and incorporate them into schedules. Advise and/or approve/deny time-off requests based on objective analysis. Conduct regular and impromptu meetings with other departmental partners to go through staffing models, recommended actions, and call out any potential risks to service level objectives and Bill to Pay together with the action plans to course correct at the soonest possible time.

  • Workforce Scheduling Analyst

    4 weeks ago

    Angeles, Philippines Universal Access and Systems Solutions Inc. Full time

    Overview MIS - Data Reports and Real Time Analyst role with responsibilities for scheduling, data integrity, reporting, and stakeholder communication within a Clark Pampanga/Clark Freeport and Special Economic Zone setting. Responsibilities Ensure schedules are generated on a regular basis to maximize efficiency of resources Provide various scheduling...

  • Call Center Agent

    3 weeks ago

    Angeles, Philippines Call Center Full time

    WE'RE HIRING: Healthcare Account (Seasonal) SM Clark Pampanga | Virtual Process October Class Looking for a meaningful career in healthcare support? Now’s your chance to be part of a seasonal account where you can make a real difference—while earning a competitive package! We're looking for passionate individuals who can handle customer interactions...

  • Clark | Workforce Scheduling Analyst

    2 weeks ago

    Angeles, Philippines Majorel Full time

    Overview We design, build and deliver end-to-end CX for many of the world’s most respected digital-born and vertical leading brands. Our comprehensive east-to-west global footprint in 31 countries across five continents, with 60,000+ people and 60 languages, means we can deliver flexible solutions that harness our unique expertise in cultural nuance –...

  • Clark | Workforce Manager

    2 weeks ago

    Angeles, Philippines Majorel Full time

    We design, build and deliver end-to-end CX for many of the world’s leading brands. With a global footprint across 31 countries, 60,000+ people and 60 languages, we deliver flexible solutions that leverage our expertise in cultural nuance and CX. We offer domain expertise in tech-augmented front-to-back-office CX, Digital Consumer Engagement, CX Consulting,...

  • Clark | Workforce Manager

    7 days ago

    Angeles, Philippines Majorel Full time

    Join or sign in to find your next job Join to apply for the Clark | Workforce Manager role at Majorel 1 month ago Be among the first 25 applicants Join to apply for the Clark | Workforce Manager role at Majorel Get AI-powered advice on this job and more exclusive features. We design, build and deliver end-to-end CX for many of the world’s most respected...

  • Workforce Assistant Manager

    2 weeks ago

    Angeles City, Central Luzon, Philippines Universal Access & Systems Solutions Inc. Full time ₱900,000 - ₱1,200,000 per year

    About the roleReporting into the Workforce Management team, this exciting Workforce Assistant Manager role at Universal Access & Systems Solutions Inc.' will be responsible for supporting the strategic operations of the company's call centre in Angeles City Pampanga. As a key member of the team, you will play a vital part in ensuring the efficient and...

  • Clark | Workforce Supervisor

    7 days ago

    Angeles, Philippines Majorel Full time

    Overview Join to apply for the Clark | Workforce Supervisor - WFM role at Majorel . Position Summary: The Workforce Supervisor is responsible for overall management, direction, and motivation of the workforce Analysts and SMEs. Ensures client/customer goals are met by analyzing work volume variances to forecast and provide direction to adjust...

  • Workforce Assistant Manager

    1 week ago

    Angeles City, Central Luzon, Philippines UNIVERSAL ACCESS and SYSTEMS SOLUTIONS, PHIL. INC. Full time ₱900,000 - ₱1,200,000 per year

    About the role As the Workforce Assistant Manager at UNIVERSAL ACCESS and SYSTEMS SOLUTIONS, PHIL. INC.', you will play a key role in ensuring the efficient staffing and scheduling of our customer service contact center in Angeles City, Pampanga. This full-time position will see you work closely with the Workforce Management team to optimize our workforce...

  • Clark | Workforce Supervisor

    1 week ago

    Angeles, Philippines Majorel Full time

    We design, build and deliver end-to-end CX for many of the world’s most respected digital-born and vertical leading brands. Our comprehensive east-to-west global footprint in 31 countries across five continents, with 60,000+ people and 60 languages, means we can deliver flexible solutions that harness our unique expertise in cultural nuance – essential...

  • Call Center Representative

    4 weeks ago

    Angeles, Philippines Neksjob Philippines Full time

    Overview Customer Service Representatives handle concerns and complaints regarding goods and services. In addition to assisting consumers with returns, upgrades, and purchases, they frequently offer guidance and technical support. They typically do their business from residences, call centers, or office settings. Responsibilities Handle concerns and...