Scheduler Analyst - BPO Company

Ican Bpo Pvt Ltd.; Philippines; Presencial; PHP 260.000 - 380.000; Jornada completa

Descripción de la vacante

Ican Bpo Pvt Ltd. is seeking a Scheduler Analyst to design and oversee schedules for frontline team members on a designated account.

You will ensure optimal resource allocation to meet service level goals and client requirements by analyzing historical trends and inputs from internal and external sources. You will manage capacity, monitor trends, and adjust schedules to address discrepancies between client arrival patterns and account needs, delivering a staffing outlook for the upcoming weeks

Formación

• Experience in staffing and scheduling for frontline teams.
• Strong analytical and problem-solving skills.
• Proficiency with schedule tooling and forecasting methods.

Responsabilidades

• Create and manage schedules for frontline team members for an assigned account.
• Analyze volume arrival and patterns to align client and account schedules.
• Provide staffing outlook for 4–8 weeks based on call arrival trends.
• Execute capacity plans by creating realistic team-based schedules.
• Create activity-based weekly schedules per client requirements and forecasting assumptions.
• Monitor trends and attrition impacting resource allocation.
• Manage schedule changes due to requests, conflicts, or unforeseen circumstances.

Conocimientos

Forecasting

Capacity Planning

Schedule Management

Resource Allocation

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