Scheduling Analyst

1 day ago

Quezon City, National Capital Region, Philippines Private Advertiser Full time $104,000 - $130,878 per year

Generates 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 gathering data from WFM tools.
  • Staffs the appropriate number of agents at the proper time based on recent / historical call arrival patterns. Addresses issues or discrepancies with the Client's own call arrival patterns against the account's / program's actual arrival patterns for the site.
  • Regularly monitors trends and flags any changes that may impact resource allocation.
  • Recommends solutions to scheduling conflicts and / or special scheduling requests.
  • Coordinates with Operation POCs for activities (i.e. phone, non-phone) that need to be scheduled.
  • Gathers, compiles and processes all headcount reports, leave and schedule requests.
  • Provides the program with realistic schedules based on current manpower resources and performance.

Required skills + qualities:

  • Bachelor's Degree
  • At least one (1) year Workforce Management experience within the call center / customer service industry
  • Basic knowledge of workforce management processes, concepts and principles (i.e. staffing projections, scheduling, service level analysis, metrics monitoring).
  • Prior knowledge of client specifics (i.e. nature of account, metrics) preferred.
  • Working knowledge of call center operations and organization.
  • Proficiency with MS Office applications (i.e. MS Word, Excel) as well as call center-specific software and applications (i.e. Baleen, BluePumpkin, CentreVu).
  • Basic knowledge of Business Planning, Corporate Planning, and / or Manpower Scheduling preferred.

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