Scheduler (WFM)

5 days ago

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

Job Description

  • Create accurate workload, service level and FTE requirement forecast on a monthly, weekly, daily and intraday level·
  • Collaborate with Partnering team and Onshore WFM stakeholder to identify suitable inputs to include/exclude in all forecasts and models.
  • Delivery of optimal and cost-effective scheduling in line with timelines and expectations.
  • Delivery of accurate reporting relating to scheduling outputs·
  • Action team change requests in an accurate and timely manner·
  • Effective real time queue management and load sharing across skills, brands and departments.
  • Support ad hoc requests from WNS operations for coaching and meeting requirements.
  • Strong oral and written communication skills.
  • Demonstrate a highly flexible mindset, being ready to adapt to constant change required by Client.·
  • Monitor and drive completion of all OLS learning modules as required by Client.
  • Attend operational meetings when required.

Qualifications

  • Minimum 3 years' experience working in a service industry on an English-speaking contact center.
  • Scheduling/RTA required skills
  • Demonstrated capability to design and facilitate content and analyze trends/outcomes.
  • Strong Microsoft Excel skills.
  • Amenable to work on Australian shift timings.
  • Amenable to work onsite in Quezon City.

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