Call Center Workforce Scheduler

4 days ago

Makati City, National Capital Region, Philippines TASQ Staffing Solutions Full time ₱1,100,000 - ₱2,500,000 per year


About the job Workforce Scheduler (Makati) | Onsite

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

    5 days ago

    Quezon City, National Capital Region, Philippines TASQ Staffing Solutions Full time ₱231,200 - ₱463,600 per year

    About the job Workforce Scheduler (Quezon City) | OnsiteWork Setup: OnsiteShift: Graveyard ScheduleRequirements:At least 1 year experience as WFM Scheduler in a BPO/Call Center SetupAll candidates must be amenable to start ASAP.RESPONSIBILITIES:Service PlanningThe scheduling and service planning specialist is expected to create short-term to long-range...

  • Workforce Scheduler

    6 days ago

    Makati City, National Capital Region, Philippines TASQ Staffing Solutions Full time ₱3,372,000 - ₱8,028,000 per year

    About the job Workforce Scheduler (Makati) | OnsiteWork Setup: OnsiteShift: Graveyard ScheduleRequirements: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...

  • URGENT Workforce Scheduling Analyst

    7 days ago

    Quezon City, National Capital Region, Philippines Teleperformance Full time ₱1,200,000 - ₱2,400,000 per year

    About the roleWe have an exciting opportunity for a Workforce Analyst - Scheduling Focus to join our dynamic team at Teleperformance in Quezon City, Metro Manila. As a full-time Workforce Scheduling Analyst, you will play a crucial role in ensuring the efficient scheduling and staffing of our call center operations to deliver exceptional customer...

  • Canada Service Workforce Scheduler I

    6 days ago

    Makati City, National Capital Region, Philippines ADP Full time ₱1,500,000 - ₱3,000,000 per year

    ResponsibilitiesResponsible for Creating schedules based on forecast and actual trends. Create and maintain employee schedules, ensuring compliance with labor laws and company policies. Assign shifts, manage breaks, and optimize resource allocation. Support Real time teams to manage and achieve the SLAsExpert level understanding of Workforce management...

  • Workforce Scheduler

    5 days ago

    Quezon City, National Capital Region, Philippines TASQ Staffing Solutions Full time ₱1,500,000 - ₱2,500,000 per year

    About the job Workforce Scheduler (Quezon City) | OnsiteWork Setup: Onsite - 1 needed each for Bridgetowne and North EDSAShift: Graveyard ScheduleRequirements:At least 1 year experience as WFM Scheduler in a BPO/Call Center SetupAll candidates must be amenable to start ASAP. RESPONSIBILITIES:Service PlanningThe scheduling and service planning specialist is...

  • Canada Service Workforce Scheduler I

    3 days ago

    Makati City, National Capital Region, Philippines ADP Full time $120,000 - $180,000 per year

    Responsibilities Responsible for Creating schedules based on forecast and actual trends. Create and maintain employee schedules, ensuring compliance with labor laws and company policies. Assign shifts, manage breaks, and optimize resource allocation. Support Real time teams to manage and achieve the SLAs Expert level understanding of Workforce management...

  • Call Center Representative

    7 days ago

    Quezon City, National Capital Region, Philippines One Call Solutions Full time ₱180,000 - ₱276,000 per year

    Welcome to One Call Solutions, a premier in-house contact center strategically located in the heart of Davao City. We are founded on the principle that exceptional client outcomes are a direct result of a supported, dedicated, and empowered team. As an "in-house" company, we operate as the dedicated, internal customer and operational support team for our...

  • Call Center Senior Team Leader

    7 days ago

    Mandaluyong City, National Capital Region, Philippines Viventis Search Asia Full time ₱900,000 - ₱1,200,000 per year

    Job Title:Senior Supervisor – Healthcare Account (Call Center/BPO)Work Setup:OnsiteSchedule:Night ShiftEmployment Type:Full-timeAbout the Role:We are looking for an experiencedSenior Supervisorto lead a high-performing healthcare support team in a call center/BPO environment. The ideal candidate has a solid background in healthcare account management,...

  • Call Center Assistant Operations Manager

    7 days ago

    Mandaluyong City, National Capital Region, Philippines Viventis Search Asia Full time ₱300,000 - ₱600,000 per year

    Job Title: Senior Supervisor – Healthcare Account (Call Center/BPO)Work Setup: OnsiteSchedule: Night ShiftEmployment Type: Full-timeAbout the Role:We are looking for an experienced Senior Supervisor to lead a high-performing healthcare support team in a call center/BPO environment. The ideal candidate has a solid background in healthcare account...

  • Call Center Agent

    6 days ago

    Makati City, National Capital Region, Philippines InLife Health Care Full time ₱150,000 - ₱250,000 per year

    The Call Center Agent is involved in the operations of the Call Center Department of iCare which operates 24/7 to ensure that iCare members availing of the medical benefits are assisted accordingly to contribute to employee engagement, and retention in proportion but not limited to the medical needs of the company and covered companies and individuals.JOB...