Scheduling Analyst

Transcom is looking for talented individuals like you to join our awesome team Be the next Scheduling Analyst  for our Transcom Pasig site.

Join our Transcom Family as a Scheduling Analyst

The Scheduling Analyst will be responsible in maintaining optimized and accurate schedules as well as system and roster maintenance. They will support and create short terms plans based on their analysis and recommendations from the Long Term Strategic Planners. Will provide guidance to the Real Time Analysis team ensuring all pre planned activities are met and optimized. Responsible for minimum 1-week look ahead for short term planning and schedule management.

Essential Duties & Responsibilities:

Scheduling Governance

● Responsible creating, maintaining, processing, accommodating and managing schedule bids, adjustments, assignments and swaps

● Generates, presents and publishes Intraday Performance files for RTA and operations guidance and provides recommendations for overtimes and staff downs

● Pre plots off phone activities and provide support for operations initiatives

● Publishes 7-day rolling deviation for staffing guidance (file creation only) reflecting any changes in the roster

● Vacation leave tracker/calendar maintenance and governance

Roster and System Management and Maintenance

● EWFM, CMS and all WFM related system profile creation, maintenance and providing the correct security profiles/accesses

● Aligns master roster file, EWFM and SAP roster and ensure all statuses and information are correct and accurate

Campaign Performance Management

● Supports the overall performance of the program as aligned to the financial, servicing, and delivery targets on a short term planning perspective.

● Ensure that schedules are published on time or provide the necessary communications on delays and turnaround time.

● Drives consistency with adherence to WFM SOP.

Teamwork and Collaboration

● Maintains an open communication with all departments ensuring all WFM impacting and related initiatives are supported and properly guided

● Provides guidance and coordination with the real time team to ensure plans and initiatives are being driven and followed through

● Act as Workforce Supervisor back up and campaign Point of Contact

Additional Specific Duties & Responsibilities:

• Hold a high level of morale.

• Provide feedback to Corporate Governance on ideas for improving standards and processes.

• Commit to Transcom objectives.

• See yourself as a support function, the principle of service and support is one of your internalised values.

What we are looking for:

To be successful in this role you must:

Educational Background: University degree or equivalent higher qualification

Work Experience:

• Minimum 1 year experience in forecasting and scheduling preferably using Excel and Erlang.

• Minimum of 2 years as a real time analyst managing and supporting a campaign

• System Knowledge Requirement: extensive background in RTA and scheduling in at least 2 WFM System (eWFM, Verint, IEX, Teleopti, Genesys)

• Additional Requirements: extensive knowledge and experience in schedule and roster management and supporting more than 2 lines of businesses or 2 sets of IDPs with different KPI requirements.

Skills Requirements:

• Strong skills in using Excel to create and maintain historical data and forecasting models.

• Applied knowledge of predictive statistics will be a strong advantage.

• Knowledge of inbound call center environment is preferred.

• Actuarial/Statistics/Math background will be an advantage.

What's in it for YOU

Driven by our "Malasakit" culture, we make certain that our team members are well-cared for. Hence we are proving these employee benefits, which you'll be able to utilize once you join our team

• Day 1 HMO
• Meal & Transportation Allowance
• Rice Subsidy
• Clothing Allowance
• 24/7 Teleconsult
• Free Psychologist Consultation
• In-house & Online Pharmacy
• Scholarship Program
• Retirement Fund
• Free Meal & Medicine (through Transcom's Tap Card Rewards)
• Loyalty Incentives
• Accidental & Life Insurance
• Free Shuttle Service

What Life at Transcom is like

Transcom is a firm believer in putting people first. We have cultivated a culture of focusing on and caring for our employees, ensuring that they are provided with rewards, privileges, and amenities that are relevant, valuable, and easily available.

We are highly driven by our "Malasakit" culture. Transcom, in its very core, is all about an inclusive team that is focused on people. It all comes down to setting the bar for dignity, equality, and respect. It means that each one takes part in proactively shaping, cultivating, and building the company we want to work and live in. This is why genuine concern is so vital to us.