Canada Service Workforce Scheduler I

6 days ago

Makati City, National Capital Region, Philippines ADP Full time ₱1,500,000 - ₱3,000,000 per year
Responsibilities
Responsible for Creating schedules based on forecast and actual trends.
Create and maintain employee schedules, ensuring compliance with labor laws and company policies. Assign shifts, manage breaks, and optimize resource allocation.
Support Real time teams to manage and achieve the SLAs
Expert level understanding of Workforce management principles such as Erlang C etc.
Extensive experience with short term forecasting and scheduling within the contact center environment in Both inbound, Outbound and Non voice channels across Multi / Omni Channel environments.
Experience with IEX, CMS, Avaya, Symposium, Genesys, Gen Cloud, Building Schedules using WFM software and Erlang C calculators
Sound knowledge of RTA management and effectiveness of scheduling
Familiarity in activities related to: Intraday forecasting and DOW adjustments of schedules.
Manages large scale scheduling based on WFM tolls or Erlang C Calculators
Handle and optimize existing schedules based on Actual trends
Study Historical trends, business changes, Operational effectiveness
Identify call routing anomalies using real time monitoring applications.
Oversees and maintains the Workforce Management (WFM) Platform / System from Scheduling perspective QualificationsRequired Qualifications
Must have advanced level Microsoft Excel skills Including advanced formulas, also Word and Email
Ability to create reports in Excel and forecast results
Attention to detail and high level of accuracy
Ability to multi-task, focus and complete reports for extended periods of time
Previous call center experience required
Previous Work Force Management experience is required

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