Senior WFM Scheduling Analyst

16 hours ago

Angeles City, Central Luzon, Philippines Universal Access & Systems Solutions Inc. Full time ₱900,000 - ₱1,200,000 per year

About the role

We are seeking an experienced Senior WFM Scheduling Analyst to join the team at Universal Access & Systems Solutions Inc.' in our Angeles City, Pampanga office. This is a full-time role, and you will be responsible for overseeing the workforce management and scheduling activities to ensure optimal staffing and efficient operations within our call centre.

What you'll be doing

  1. Develop and maintain the master staffing schedules for call centre agents based on forecasted call volumes and service level targets
  2. Analyse historical data and perform detailed forecasting to accurately predict call volumes and staffing requirements
  3. Collaborate with the management team to define and implement scheduling policies and best practices
  4. Monitor and adjust schedules in real-time to address fluctuations in call volumes and ensure service levels are maintained
  5. Identify and implement scheduling efficiencies and opportunities for improvement
  6. Provide training and support to the scheduling and forecasting team
  7. Generate reporting and dashboards to track key performance metrics

What we're looking for

  1. 3+ years of experience in a similar workforce management or scheduling analyst role within a call center or customer service environment
  2. Strong analytical and problem-solving skills with the ability to work with large datasets and leverage data to drive decisions
  3. Expert knowledge of workforce management tools and practices, including forecasting, scheduling, and real-time management
  4. Excellent communication and stakeholder management skills to collaborate effectively with operations, HR, and other key teams
  5. Proficient in using data analysis tools such as Excel, SQL, and reporting/visualization software
  6. Highly organized with the ability to multitask and prioritize in a fast-paced environment

What we offer

At Universal Access & Systems Solutions Inc.', we are committed to providing a supportive and rewarding work environment for our employees. You can expect a competitive salary, generous holiday allowance, and opportunities for professional development and career progression. We also offer health insurance, fitness benefits, and a range of social and wellbeing initiatives to support our employees' overall health and happiness.

About us

Universal Access & Systems Solutions Inc.' is a leading provider of call center and customer service solutions. We have a strong track record of delivering exceptional service to our diverse client base, and our team of dedicated professionals is the driving force behind our success. Our company values of innovation, integrity, and customer-centricity are at the heart of everything we do, and we pride ourselves on creating a vibrant and collaborative work culture.

If you are passionate about workforce management and driving operational excellence, we would love to hear from you. Please apply now to be considered for this exciting opportunity.

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