Hiring: Workforce Scheduler

6 days ago

Taguig, National Capital Region, Philippines Sutherland Full time ₱900,000 - ₱1,200,000 per year

Sutherland is seeking an attentive and goal-oriented person to join us as a BPO Workforce Scheduler. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you

The Workforce Scheduler will be responsible for generating schedules for the assigned program/campaign ensuring adherence to serve goals and client requirements.

Key Responsibility Areas:

  • Prepares optimal shift schedules with breaks and generate rosters with minimum understaffing/overstaffing. Generates interval level staffing plans using the forecasts, SLAs and other assumptions.
  • Generates interval level forecasts for transaction volume, AHT and shrinkage with minimum variance with the actual values using prepared historical data
  • Plan team activities such as meetings, trainings, and coaching sessions
  • Coordinate with Service delivery
  • Reconcile employees listed in PeopleSoft with available employees for preparing weekly schedules in calibration with anticipated performance
  • Demonstrate leadership skills; be able to take the lead in making improvements and resolving issues

Qualifications:

Our most successful candidates will have:

  • At least two years of experience as a Scheduler
  • Experience with applications such as CMS Avaya Supervisor/ eWFM /IEX
  • Strong knowledge of MS-Excel
  • Good verbal and written communication skills
  • Ability to communicate / present with various levels of stakeholders
  • Good knowledge of WFM concepts
  • Good analytical skills
  • Knowledge of multi skill / site / vendor scheduling scenarios with experience of handling omni channel programs would be an added advantage

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