WFM Planner/Forecaster

5 hours ago

Pasig, National Capital Region, Philippines Carelon Global Solutions Philippines Full time ₱900,000 - ₱1,200,000 per year

Responsible for performing both real-time analysis and scheduling functions as determined by current business need.

Primary duties may include, but are not limited to:

  • Performs real-time analysis duties to ensure service levels are met
  • Monitors call volume demand in real time and flexes workforce accordingly
  • Ensures that the best possible call center service levels are achieved to maximize utilization
  • Monitors call volume and average speed of answer (ASA) in real time & adjusts schedules to ensure consistent service is maintained
  • Designs and manages an efficient staff scheduling system for short-term future needs which includes the development of shift requirements and paid time off (PTO) planning
  • Determines how to best distribute the staff to meet projected call volumes
  • Analyzes historical patterns to determine nature, variance, and seasonality of call arrival patterns
  • Utilizes shift schedule templates to determine shifts
  • Creates shift schedules in WFM system
  • Develops a set of priority rules that will govern how shifts are assigned
  • Establish a set of scheduling resources and monitoring systems to manage schedule administration, communication and to track performance

Qualifications:

  • Requires a BA/BS degree in Business, Statistics or related field; 2 years call center operations experience; or any combination of education and experience, which would provide an equivalent background
  • 2 years of scheduling experience in a centralized call center environment preferred
  • Working knowledge using WFM management tools preferred

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