Scheduler

2 days ago

Taguig, National Capital Region, Philippines Easy Payroll Global Full time ₱800,000 - ₱1,200,000 per year

Hiring for our Client | Recruitment managed by EPG

Location: Taguig City

Work Setup: 100% Onsite (Work from Office)

What you'll be doing:
  • 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.
What we look for in you:
  • 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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