Workforce Scheduler

2 weeks ago

Pasay City, Philippines TASQ Staffing Solutions Full time
About the job Workforce Scheduler (MOA Pasay) | Onsite

Work Setup: Onsite

Shift: Graveyard Schedule

Requirements:

  • At least 1 year experience as WFM Scheduler in a BPO/Call Center Setup
  • All candidates must be amenable to start ASAP.



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.

  • Senior Workforce Scheduling Specialist

    2 weeks ago

    Angeles City, Central Luzon, Philippines beBeeWorkforce Full time ₱5,000,000 - ₱7,500,000

    Job OverviewMajorel is a leading provider of end-to-end customer experience solutions. With a global footprint spanning 31 countries, our team of experts delivers flexible and technology-augmented CX solutions for industry verticals.Main Responsibilities:We are seeking a Workforce Scheduling Analyst to develop and implement efficient scheduling strategies...

  • Workforce Manager

    5 days ago

    Pasay, Philippines Viventis Search Asia, Inc. Full time

    Overview We\'re Hiring: Workforce Manager! We are seeking an experienced and strategic Workforce Manager to lead our team operations and optimize workforce efficiency. The ideal candidate will have extensive experience in workforce planning, resource allocation, and team management to drive operational excellence and achieve business objectives. Location: ...

  • Workforce Manager

    12 hours ago

    Pasay, Philippines Tap Growth ai Full time

    We\'re Hiring: Workforce Manager! We are seeking an experienced and strategic Workforce Manager to lead our team operations and optimize workforce efficiency. The ideal candidate will have extensive experience in workforce planning, resource allocation, and team management to drive operational excellence and achieve business objectives. Location: Pasay,...

  • Workforce Scheduling Analyst

    5 days ago

    Quezon City, Philippines Manulife Full time

    Overview Join to apply for the Workforce Scheduling Analyst role at Manulife . Manulife Quezon City, National Capital Region, Philippines Position Responsibilities Manage volume and workload distribution across sites to ensure optimal staffing levels, including handling schedule adjustments and monitoring leave allocations. Create and maintain accurate...

  • Workforce Scheduling Analyst

    2 weeks ago

    Quezon City, National Capital Region, Philippines Manulife Insurance Malaysia Full time

    ***Nous utilisons des* *pour fournir des statistiques qui nous aident à vous offrir la meilleure expérience sur note site. Vous y trouverez des renseignements sur les témoins, ou vous pouvez les désactiver si vous préférez. Toutefois, en continuant d'utiliser le site sans modifier les paramètres, vous consentez à notre utilisation de***Workforce...

  • Workforce Scheduling Analyst

    5 days ago

    Quezon City, Philippines Manulife Insurance Malaysia Full time

    ***Nous utilisons des* *pour fournir des statistiques qui nous aident à vous offrir la meilleure expérience sur note site. Vous y trouverez des renseignements sur les témoins, ou vous pouvez les désactiver si vous préférez. Toutefois, en continuant d’utiliser le site sans modifier les paramètres, vous consentez à notre utilisation de***Workforce...

  • Workforce Scheduling Analyst

    2 weeks ago

    Quezon City, National Capital Region, Philippines Manulife Full time $104,000 - $130,878 per year

    Position ResponsibilitiesManage volume and workload distribution across sites to ensure optimal staffing levels, including handling schedule adjustments and monitoring leave allocations.Create and maintain accurate reports on Service Level performance, such as Start of Day (SOD) and End of Day (EOD) reports, Turnaround Time (TAT) monitoring, and queue...

  • Workforce Scheduling Analyst

    2 weeks ago

    Quezon City, National Capital Region, Philippines Manulife Full time $70,000 - $120,000 per year

    Position Responsibilities:Manage volume and workload distribution across sites to ensure optimal staffing levels, including handling schedule adjustments and monitoring leave allocations. Create and maintain accurate reports on Service Level performance, such as Start of Day (SOD) and End of Day (EOD) reports, Turnaround Time (TAT) monitoring, and queue...

  • Workforce Scheduling Analyst

    1 week ago

    Cebu City, Central Visayas, Philippines Manulife Full time

    Position ResponsibilitiesManage volume and workload distribution across sites to ensure optimal staffing levels, including handling schedule adjustments and monitoring leave allocations.Create and maintain accurate reports on Service Level performance, such as Start of Day (SOD) and End of Day (EOD) reports, Turnaround Time (TAT) monitoring, and queue...

  • Workforce Scheduling Analyst

    5 days ago

    Cebu City, Philippines Manulife Full time

    Position Responsibilities Manage volume and workload distribution across sites to ensure optimal staffing levels, including handling schedule adjustments and monitoring leave allocations. Create and maintain accurate reports on Service Level performance, such as Start of Day (SOD) and End of Day (EOD) reports, Turnaround Time (TAT) monitoring, and queue...