Scheduler

eTeam; Taguig; On-site; PHP 446,000 - 670,000; Full time

Job summary

eTeam in Taguig is seeking a Scheduling/WFM professional to monitor queues, manage real-time staffing, and coordinate with vendors. The role is onsite at 7NEO, BGC, Taguig, with a night shift 9:00 PM–6:00 AM.

You will analyze historical call volumes, reallocate inbound volume, and encode exceptions in WFM tools, collaborating with internal teams to improve resource utilization.

Qualifications

• Passionate about delivering an excellent customer experience.
• Minimum of 1 year of relevant Workforce Management / Operations experience.
• Strong background in Real-Time Management, Reporting, Scheduling, and Capacity Planning.
• Proficient in using Workforce Management tools.
• Strong analytical skills with the ability to work with large amounts of data and identify trends and patterns.
• Proficient in Microsoft Excel and Google Sheets.
• Flexible and adaptable in a fast-paced and continuously evolving environment.
• Excellent written and verbal communication skills.
• Ability to collaborate proactively with other departments to improve resource utilization and contribute to performance improvements.

Responsibilities

• Monitor real-time queues and work closely with multiple vendor partners to meet KPIs.
• Manage daily and intraday performance reports and provide updates to Leadership.
• Monitor daily and intraday schedule adherence.
• Analyze historical call volumes, interval arrival patterns, and staffing trends.
• Reallocate inbound volume and staffing assignments when needed.
• Encode exceptions in WFM tools.
• Serve as the point of contact for additional in-center pull out requests from internal teams and different vendors.
• Communicate real-time impacts such as outages, volume influxes, and vendor-related issues.

Skills

Real-Time Management

Reporting

Scheduling

Capacity Planning

Excel

Google Sheets

Workforce Management

WFM tools

Tools

Workforce Management tools

Job description

• At least 3 years of Scheduling or WFM-related experience
• Work Arrangement: Onsite at 7NEO, BGC, Taguig

key Responsibilities:

• Monitor real-time queues and work closely with multiple vendor partners to meet KPIs.
• Manage daily and intraday performance reports and provide updates to Leadership.
• Monitor daily and intraday schedule adherence.
• Analyze historical call volumes, interval arrival patterns, and staffing trends.
• Reallocate inbound volume and staffing assignments when needed.
• Encode exceptions in WFM tools.
• Serve as the point of contact for additional in-center pull out requests from internal teams and different vendors.
• Communicate real-time impacts such as outages, volume influxes, and vendor-related issues.

Required Skills & Qualifications:

• Passionate about delivering an excellent customer experience.
• Minimum of 1 year of relevant Workforce Management / Operations experience.
• Strong background in Real-Time Management, Reporting, Scheduling, and Capacity Planning.
• Proficient in using Workforce Management tools.
• Strong analytical skills with the ability to work with large amounts of data and identify trends and patterns.
• Proficient in Microsoft Excel and Google Sheets.
• Flexible and adaptable in a fast-paced and continuously evolving environment.
• Excellent written and verbal communication skills.
• Ability to collaborate proactively with other departments to improve resource utilization and contribute to performance improvements.

Please prioritize candidates with strong WFM, Scheduling, and Real-Time Management experience who are:

• Willing to work onsite in BGC
• Amenable to the 9:00 PM–6:00 AM night shift