Workforce Scheduler

2 days ago

Quezon City, National Capital Region, Philippines TASQ Staffing Solutions Full time ₱600,000 - ₱1,200,000 per year


About the job Workforce Scheduler (Quezon City) | Onsite

Work Setup: Onsite - 1 needed each for Bridgetowne and North EDSA

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.


  • URGENT Workforce Scheduling Analyst

    2 weeks ago

    Quezon City, National Capital Region, Philippines Teleperformance Full time ₱1,200,000 - ₱2,400,000 per year

    About the roleWe have an exciting opportunity for a Workforce Analyst - Scheduling Focus to join our dynamic team at Teleperformance in Quezon City, Metro Manila. As a full-time Workforce Scheduling Analyst, you will play a crucial role in ensuring the efficient scheduling and staffing of our call center operations to deliver exceptional customer...

  • Workforce Scheduler

    2 days ago

    Makati City, National Capital Region, Philippines TASQ Staffing Solutions Full time ₱3,372,000 - ₱8,028,000 per year

    About the job Workforce Scheduler (Makati) | OnsiteWork Setup: OnsiteShift: Graveyard ScheduleRequirements:At least 1 year experience as WFM Scheduler in a BPO/Call Center SetupAll candidates must be amenable to starting ASAP.The workforce scheduler is expected to understand and may forecast contact center transaction volumes, trends, and average handle...

  • Call Center Workforce Scheduler

    2 days ago

    Quezon City, National Capital Region, Philippines TASQ Staffing Solutions Full time ₱500,000 - ₱1,200,000 per year

    About the job Workforce Scheduler (Quezon City) | OnsiteWork Setup: OnsiteShift: Graveyard ScheduleRequirements:At least 1 year experience as WFM Scheduler in a BPO/Call Center SetupAll candidates must be amenable to start ASAP.RESPONSIBILITIES:Service PlanningThe scheduling and service planning specialist is expected to create short-term to long-range...

  • Call Center Workforce Scheduler

    2 days ago

    Makati City, National Capital Region, Philippines TASQ Staffing Solutions Full time ₱525,000 - ₱700,000 per year

    About the job Workforce Scheduler (Makati) | OnsiteRequirements:At least 1 year experience as WFM Scheduler in a BPO/Call Center SetupWe need people who can start immediately or who are on their final few days of rendering their resignation.Work Setup: OnsiteShift: Graveyard ScheduleThe workforce scheduler is expected to understand and may forecast contact...

  • Scheduler

    5 days ago

    Quezon City, National Capital Region, Philippines Afni, Inc. Full time ₱900,000 - ₱1,200,000 per year

    Essential Functions and Responsibilities:Analyze and match staffing levels including schedules according to client requirements. Report daily staffing to the client. Plots required trainings based on staffing lines.Run and distribute various reports regarding billables, availability, absenteeism, schedule adherence, headcount, intervals, and...

  • Scheduler

    5 days ago

    Quezon City, National Capital Region, Philippines Afni, Inc. Full time ₱900,000 - ₱1,200,000 per year

    DescriptionEssential Functions and Responsibilities:Analyze and match staffing levels including schedules according to client requirements. Report daily staffing to the client. Plots required trainings based on staffing lines.Run and distribute various reports regarding billables, availability, absenteeism, schedule adherence, headcount, intervals, and...

  • Workforce Manager

    7 days ago

    Quezon City, National Capital Region, Philippines Risewave Consulting, Inc. Full time ₱1,200,000 - ₱3,600,000 per year

    ManagerJob description1. Strategic Workforce PlanningDevelop and implement long-term workforce planning strategies aligned with business goals.Forecast contact volumes, staffing needs, and resource allocation to meet service level agreements (SLAs).Collaborate with senior management to align workforce strategy with operational objectives.Identify cost-saving...

  • Senior Workforce Manager

    7 days ago

    Quezon City, National Capital Region, Philippines Nezda Global Full time ₱1,500,000 - ₱2,500,000 per year

    Role:Senior Workforce ManagerLocation:Quezon CitySchedule:ShiftingWork Set-up:On SiteEmployment Type:Full Time and Direct HireAbout the Role:We are seeking aSenior Workforce Managerto lead our Workforce Management (WFM) function across multiple lines of business. This role will be responsible for strategic capacity planning, forecasting, scheduling, and...

  • Workforce Management Analyst

    1 week ago

    Quezon City, National Capital Region, Philippines Risewave Consulting, Inc. Full time ₱900,000 - ₱1,200,000 per year

    Position SummaryWe are looking for a strategic and detail-oriented Workforce/Reports Analyst to support the operational and performance goals of our Workforce Management (WFM) team. This role is responsible for overseeing real-time operations, forecasting, scheduling, and reporting across multiple business lines in a contact center or BPO environment. The...

  • Workforce Management Analyst

    7 days ago

    Quezon City, National Capital Region, Philippines Risewave Consulting, Inc. Full time ₱900,000 - ₱1,200,000 per year

    Position SummaryWe are looking for a strategic and detail-oriented Workforce Analyst or Assistant Manager to support the operational and performance goals of our Workforce Management (WFM) team. This role is responsible for overseeing real-time operations, forecasting, scheduling, and reporting across multiple business lines in a contact center or BPO...