Call Center Workforce Scheduler - Pasay

TASQ Staffing Solutions; Pasay; On-site; PHP 335,000 - 536,000; Full time

Job summary

A staffing solutions provider in Pasay seeks a Call Center Workforce Scheduler to manage scheduling and ensure efficient resource allocation. The ideal candidate will have at least one year of experience in a BPO environment, strong skills in capacity planning, and proficiency in IEX scheduling software. Responsibilities include creating forecasts, monitoring staffing levels, and conducting departmental meetings to maintain service levels.

Qualifications

• At least 1 year experience as WFM Scheduler in a BPO/Call Center Setup.
• Able to create forecasts for workload and HC requirements.
• Adept in monitoring attendance and generating reports.

Responsibilities

• Create short-term to long-range forecasts for workload.
• Track and report forecasted vs. actual production volume.
• Generate schedules and determine the number of shifts required.
• Monitor attendance and tardiness; update scheduling database and generate reports.
• Load historical volumes into the scheduler to project variances month-over-month.
• Ensure staffing levels meet service levels with minimal overtime.
• Coordinate with market/campaigns when large initiatives require staffing adjustments.
• Approve/deny time-off requests based on objective analysis.

Skills

Experience as WFM Scheduler

Capacity planning

Attendance monitoring

Root cause analysis

Tools

IEX scheduling software

Job description

About the job Call Center Workforce Scheduler - Pasay

About the job Workforce Scheduler (Pasay) | 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 may 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

The scheduling and service planning specialist is expected to create short-term to long-range forecasts (but not limited to) for the following: workload, HC requirements, AHT trends, shrinkage inputs, and occupancy.

Routinely evaluate interval-level attainment and trend against targets and forecasts to identify production volume changes that will lead to workload reassessment and the appropriate realignment in specific or all fields.

Track and report forecasted vs. actual production volume trends by LOB, campaign, and site. Perform root cause analysis to identify the reasoning for poor service levels and create recommendations for turnaround at the soonest possible time.

Monitor attendance and tardiness by day and interval, adjust for staffing challenges, update the scheduling database, and generate attendance reports.

Adept in capacity planning and maintenance.

Scheduling and Dissemination

Within the guidelines of the company's Standard Work Rules and using IEX as scheduling software, generate schedules, determine the appropriate shift types, and determine the number of shifts required to meet service levels by line of business (LOB) and at the campaign level.

Routinely clean up the headcount roster and other related credentials in IEX.

Loading the appropriate historical volumes and patterns into the scheduler to project month-over-month variances.

Ensures that all operational staff are positioned effectively with minimal need for overtime to meet service level objectives.

Completely schedule agent development activities per the budget without risk to service level objectives. When large-scale training and other initiatives require the use of other service area staffing, coordinate efforts by effectively communicating market/campaign.

Able to identify needs for overtime and other necessary in-office and out-of-office staffing adjustments ahead of time and incorporate them into schedules. Advise and/or approve/deny time-off requests based on objective analysis.

Conduct regular and impromptu meetings with other departmental partners to go through staffing models, recommended actions, and call out any potential risks to service level objectives and Bill to Pay together with the action plans to course correct at the soonest possible time.