
Workforce Management Specialist
2 days ago
JOB SUMMARY:
Scheduling specialist is a critical role holding responsibilities to support and manage the scheduling activities for the contact center staff. Scheduling specialist must ensure the agent schedules are prepared in accordance with the local labor rules and regulations while aligning them closely to the Intraday staffing requirements resulting in achievement of Service Level objectives for the business.
KEY RESPONSIBILITIES AND DUTIES:
· Good understanding of Scheduling function and its deliverables
· Knowledge of WFM tool like, Genesys, Aspect, IEX.
· Performing schedule maintenance and management in workforce management System
· Working knowledge of the operation SLAs, GOS, Productivity, Utilization & other KPIs
· Performing scheduling activities for offline or non-productive activities
· Performing tracking of call center team member attrition
· Performing mandatory annual schedule bid processes, which is driven by seasonality and operational changes
· Performing semi-annual holiday bids
· Performing mini schedule bids
· Documenting the call center staffing net results against call volume demand requirements
· Perform audit of headcount report to discover any inconsistencies WFM tool and other back-end systems
· Create new hire schedules for recruiting for upcoming new hire classes
· Collaborate with and provide headcount-impact updates to long range forecast including team member attrition, leave of absences, etc.
· Collaborate with intraday analyst that is the intraday point-of-contact for lines of business to discuss updates and trends
· Perform other duties and assignments as directed
QUALIFICATIONS:
· 3 to 4 years of relevant experience
· Proficient in MS Word, MS Excel, MS PowerPoint, VBA, Advance Excel, etc.
· Proficient in at least one WFM tool (Genesys, NICE, Aspect, Calabrio, Teleopti, Verint etc.)
· Proficient in Scheduling methodologies like Shift Bid, Rotation, Demand Based, Availability or Preference based etc.
· Strong mathematical, analytical, communication, and organization skills
· Self-motivated and must excel in a highly dynamic work environment
-
Workforce Manager
4 days ago
San Fernando, Central Luzon, Philippines Universal Access and Systems Solutions Inc. Full time ₱900,000 - ₱1,200,000 per yearCompany DescriptionWe offer a comprehensive line of products and services that are collaborated with integrated design, build and operate solutions to enhance your business. This empowers its business partners and customers to become effective in generating maximum value through a well-integrated approach supporting technologies and strategic investments in...
-
Workforce Management Specialist
3 weeks ago
San Fernando, Central Luzon, Philippines Tata Consultancy Services Full timeOverviewJOB SUMMARY:Scheduling specialist is a critical role holding responsibilities to support and manage the scheduling activities for the contact center staff. Scheduling specialist must ensure the agent schedules are prepared in accordance with the local labor rules and regulations while aligning them closely to the Intraday staffing requirements...
-
Workforce Management Analyst
4 days ago
San Fernando, Central Luzon, Philippines iQor Full time ₱900,000 - ₱1,200,000 per yearJob Summary:The Workforce Forecasting & Planning Analyst is responsible for ensuring strategic goals are met through forecast modeling, capacity planning, collaboration and effective communication, while ensuring forecast alignment with strategic goals. This position is responsible for long term, short term and intraday contact volume, productivity and...
-
Workforce Planning
4 weeks ago
San Fernando, Central Luzon, Philippines MCI Full timeOverviewFull-TimeMCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.We are seeking a Workforce Planning candidate who will be...
-
Workforce Analyst
7 days ago
San Fernando, Central Luzon, Philippines Emapta Full time ₱900,000 - ₱1,200,000 per yearTurning Data Into Impactful Decisions Forecasts, queues, and schedules are more than numbers-they're the rhythm of operations. In this role, you'll transform data into strategies that keep teams aligned and businesses thriving. Build a global career in BPO operations where your insights shape performance-while enjoying balance that lets you recharge and...
-
Team Lead, Workforce Management Real Time
2 weeks ago
San Fernando, Central Luzon, Philippines TTEC Full timeJob Description - Team Lead, Workforce Management Real Time (044HY)Be the spark that brightens days and ignite your career with TTEC's award-winning employment experience. As a Team Lead – Workforce Management – Real Time working onsite in Pampanga, you'll be a part of bringing humanity to business. #experienceTTECWhat You'll be DoingHave a passion to...
-
Workforce Real Time Analyst
4 days ago
San Fernando, Central Luzon, Philippines J-K Network Manpower Services Full time ₱300,000 - ₱400,000 per yearCOMPANY PROFILE: Information technology, outsourcing, and business consulting services.Position: Workforce Real Time AnalystIndustry: BPO CompanyWork Location: Clark PampangaSalary: Php 30,000 - Php 40,000 grossWork Schedule: Shifting (Morning, Mid and Night shift)Work Set Up: Working OnsiteBENEFITS :HMO for Employee and 2 Dependents (On Day 1)Quarterly...
-
Workforce Real Time Analyst
4 days ago
San Fernando, Central Luzon, Philippines Connext Global Solutions Inc Full time $40,000 - $80,000 per yearConnext Global Solutions is a dedicated team of business process outsourcing experts and innovators, with experience in supporting world-class companies in Title and Escrow, Healthcare, Produce Distribution, Retail and Fashion, Design Consulting, and Finance.We are currently looking for a Workforce Real Time Analyst - Finance Account who will be working with...
-
Finance Specialist
3 weeks ago
San Fernando, Central Luzon, Philippines Planate Management Group Full timeOverviewPlanate Management Group (PMG) is a Service-Disabled Veteran-Owned Small Business (SDVOSB) headquartered in Alexandria, Virginia, and Orlando, Florida USA with technical support centers in South East Asia and East Africa. Planate provides program management and facilities engineering services worldwide. Planate is a small business provider of...
-
Lead Specialist, Learning Innovation
4 days ago
San Fernando, Central Luzon, Philippines TTEC Full time ₱900,000 - ₱1,200,000 per yearLead Specialist, Learning Innovation & TechnologyYour potential has a place here with TTEC's award-winning employment experience. As a Lead Specialist, Learning Innovation & Technology working remotely in Manila, Philippines, you'll be a part of bringing humanity to business. #experienceTTECif certified in country, use this paragraph and update Country in...