Scheduler
7 days ago
Hiring for our Client | Recruitment managed by EPG
Location: Taguig City
Work Setup: 100% Onsite (Work from Office)
- Monitor real-time queues and collaborate with multiple vendor partners to achieve Key Performance Indicators (KPIs).
- Manage daily and intraday performance reports, providing updates to leadership.
- Ensure daily and intraday schedule adherence.
- Analyze past call volumes, interval arrival patterns, and staffing patterns.
- Re-allocate inbound volume and staffing assignments as needed.
- Encode exceptions into Workforce Management (WFM) tools.
- Act as point of contact for additional in-center pullout requests internally and from vendors.
- Communicate real-time impacts such as outages, unexpected volume influxes, or vendor issues.
- Passion for delivering excellent customer experience.
- Minimum of 1 year of relevant experience in Workforce Management or Operations.
- Strong background in real-time management, reporting, scheduling, and capacity planning.
- Proficiency in workforce management tools.
- Ability to analyze large data sets to identify trends and patterns.
- Advanced skills in spreadsheet tools such as Excel and Google Sheets.
- Flexible and adaptable to the evolving needs of a high-growth, fast-paced organization.
- Excellent written and verbal communication skills.
- Strong collaboration skills with the ability to work across departments to optimize resource utilization and performance.
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