
Call Center Workforce Scheduler
2 days ago
Requirements:
At least 1 year experience as WFM Scheduler in a BPO/Call Center Setup We need people who can start immediately or who are on their final few days of rendering their resignation.
Work Setup: Onsite
Shift: Graveyard Schedule
The workforce scheduler is expected to understand and may forecast contact center transaction volumes, trends, and average handle times to determine workloads for assigned operations functions. The incumbent will schedule production staffing to ensure resources are efficiently allocated and market queues are adequately staffed to handle forecasted production volumes.
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.
-
Call Center Workforce Scheduler
2 days ago
Quezon City, National Capital Region, Philippines TASQ Staffing Solutions Full time ₱900,000 - ₱1,200,000 per yearAbout the job Workforce Scheduler (Quezon City) | 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...
-
Workforce Scheduler
2 days ago
Makati City, National Capital Region, Philippines TASQ Staffing Solutions Full time ₱900,000 - ₱1,200,000 per yearAbout the job Workforce Scheduler (Makati) | Onsite Work Setup: Onsite Shift: Graveyard Schedule Requirements: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...
-
Workforce Scheduler
2 days ago
Makati City, National Capital Region, Philippines Optum, a UnitedHealth Group Company Full time ₱1,200,000 - ₱2,400,000 per yearCombine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making health care data available wherever and whenever people need it, safely and...
-
Workforce Scheduler
2 days ago
Quezon City, National Capital Region, Philippines TASQ Staffing Solutions Full time ₱900,000 - ₱1,200,000 per yearAbout 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 SetupAll candidates must be amenable to start ASAP. RESPONSIBILITIES: Service Planning The scheduling and service planning...
-
Scheduling Analyst
2 days ago
Quezon City, National Capital Region, Philippines Private Advertiser Full time ₱900,000 - ₱1,200,000 per yearGenerates schedules for the assigned programs / campaigns, ensuring adherence to service goals and Client requirements.Provide agents with a working schedule for the business week, incorporating all Client requirements (i.e. retraining, call backs) as well as forecasting and scheduling assumptions.Analyzes volume arrival and other pertinent patterns by...
-
Call Center Agent
2 days ago
Makati City, National Capital Region, Philippines Express appliance repair Full time ₱420,000 per yearWe are a Canada-based company with a Call Center in Makati seeking to hire a dedicated Call Center Representative to join our team and provide BPO services to our Canadian clients The ideal candidate will handle inbound and outbound calls and provide customer service to our English-speaking clients.Responsibilities:● Answer incoming calls professionally...
-
Specialist Operational Workforce Management
2 days ago
Makati City, National Capital Region, Philippines IHG Hotels & Resorts Full time ₱104,000 - ₱130,878 per yearRole PurposeA WFM professional that provides Operational WFM analytical support and consultative guidance around established WFM processes and procedures. Enabling and educating the Operational Teams on the proper use of established WFM policies and procedures to assist in leading the Operational Teams to optimize costs, revenue delivery, and guest...
-
Workforce Manager
3 weeks ago
Quezon City, National Capital Region, Philippines Intelassist Full timeEmployment Type:Full-Time EmploymentWork Setup: Hybrid SetupWork Schedule: Night Shift (Following U.S. Eastern Time Zone)Location: Eastwood, Libis, Quezon CitySalary Package: Up to 80,000 PHP/MonthlyPosition OverviewThe Workforce Manager is responsible for the strategic and tactical planning of contact center staffing and resources to ensure service...
-
Workforce Manager
2 days ago
Quezon City, National Capital Region, Philippines Intelassist Full time ₱600,000 - ₱900,000 per yearEmployment Type:Full-Time EmploymentWork Setup:Hybrid SetupWork Schedule:Night Shift (Following U.S. Eastern Time Zone)Location:Eastwood, Libis, Quezon CitySalary Package:75,000 PHP/MonthlyPosition OverviewThe Workforce Manager is responsible for the strategic and tactical planning of contact center staffing and resources to ensure service delivery,...
-
Call Center
1 week ago
Makati City, National Capital Region, Philippines Crescendo Staffing and Business Consulting Inc. Full time ₱252,000 - ₱324,000 per yearCall Center Hiring – Glorietta 5, MakatiWe're looking for call center agents to join our team.Open for Newbies/AdaptersGood to Excellent Communication SkillsWilling to work onsite (Glorietta 5, Makati)Offer: 21K–27KPhone interviewSend your resume to for immediate processing. Keep your lines open for validation and pre-screening call.Job Types:...