Scheduler Analyst - BPO Company

BPO; Manila; Presencial; PHP 446.000 - 781.000; Jornada completa

Descripción de la vacante

BPO in Manila is seeking a Scheduler Analyst to create and manage schedules for frontline team members for an assigned account, ensuring optimal resource allocation to meet service level goals.

You will analyze volume trends, provide a 4–8 week staffing outlook, and adjust schedules based on client requirements and scheduling assumptions while monitoring trends and attrition.

Responsabilidades

• Manage pools and resources (inflow, exits, absence, skills, clients).
• Analyze arrival patterns and address discrepancies between client and account patterns.
• Provide staffing outlook for 4–8 weeks based on recent trends.
• Execute the capacity plan by creating realistic schedules based on current and projected team count.
• Create activity-based schedules, delivering weekly working schedules per client requirements and forecasting assumptions.
• Monitor trends and attrition, flagging changes that impact resource allocation.
• Manage schedule changes due to requests, conflicts or unexpected circumstances.

Descripción del empleo

As a Scheduler Analyst you use your expertise to create and manage schedules for frontline team members for an assigned account. You ensure optimal level of resource allocation to meet service level goals and client requirements, based on historical trends and other inputs provided by internal and external sources.

• Manage and control pools and resources (inflow, exits, absence, sills, clients)
• Analyze volume arrival and other pertinent patterns, addressing any discrepancies between client’s arrival patterns and the account’s arrival patterns
• Provide staffing outlook for the following 4-8 weeks, based on recent and historical call arrival patterns
• Execute the capacity plan created by Resource Planners by creating realistic schedules based on current and projected team member count
• Create activity based schedules, providing frontline team members with a weekly working schedule based on client requirements, forecasting, and scheduling assumptions
• Monitor trends and attrition, flagging any changes that may impact resource allocation
• Manage changes in schedules due to requests, scheduling conflicts or unexpected circumstances