Call Center Workforce Scheduler - Davao City

TASQ Staffing Solutions; Davao City; On-site; PHP 279,000 - 390,600; Full time

Job summary

A recruitment agency is seeking a Workforce Scheduler for an onsite role in Davao City. The candidate must have at least 1 year of experience in a BPO/Call Center environment and be able to forecast staffing needs effectively. Responsibilities include creating workload forecasts, generating schedules, and monitoring attendance to ensure service levels are met. This position requires immediate availability or a short notice period before joining.

Qualifications

• At least 1 year experience as WFM Scheduler in a BPO/Call Center environment.
• Ability to understand and forecast transaction volumes and staff allocation.

Responsibilities

• Create forecasts for workload and HC requirements.
• Generate schedules and ensure staffing meets service levels.
• Monitor attendance and adjust scheduling based on operational needs.

Skills

Workforce Management

Forecasting

Capacity Planning

Tools

IEX Scheduling Software

Job description

Call Center Workforce Scheduler - Davao City

About the job: Workforce Scheduler (Davao City) – Onsite. Requirements: At least 1 year experience as WFM Scheduler in a BPO/Call Center Setup. We need people who can start immediately or who are on their final few days of rendering their resignation.

Work Setup: Onsite

Shift: Graveyard Schedule

The workforce scheduler is expected to understand and forecast contact center transaction volumes, trends, and average handle times to determine workloads for assigned operations functions. The incumbent will schedule production staffing to ensure resources are efficiently allocated and market queues are adequately staffed to handle forecasted production volumes.

Responsibilities

• Service Planning: Create short-term to long-range forecasts for workload, HC requirements, AHT trends, shrinkage inputs, and occupancy. Evaluate interval-level attainment and trend against targets and forecasts to identify production volume changes that will lead to workload reassessment and realignment. Track and report forecasted vs actual production volume trends by LOB, campaign, and site. Perform root cause analysis to identify reasoning for poor service levels and create recommendations for turnaround. Monitor attendance and tardiness, adjust staffing, update scheduling database, and generate attendance reports. Adept in capacity planning and maintenance.
• Scheduling and Dissemination: Within the company’s Standard Work Rules and using IEX as scheduling software, generate schedules, determine appropriate shift types and number of shifts required to meet service levels by LOB and campaign. Clean up headcount roster and other credentials in IEX. Load historical volumes and patterns into the scheduler to project month-over-month variances. Ensure operational staff are positioned effectively with minimal need for overtime to meet service level objectives. Fully schedule agent development activities per the budget without risk to service level objectives. Coordinate large-scale training and other initiatives that require additional staffing, communicating with other departments. Identify needs for overtime and other staffing adjustments, incorporate them into schedules, advise/approve or deny time-off requests based on objective analysis. Conduct regular and impromptu meetings with departmental partners to review staffing models, recommend actions, and address potential risks to service level objectives, collaborating with Bill to Pay for course correction.