Scheduler Lead

Everise Philippines Ltd.; Taguig; On-site; PHP 600,000 - 1,200,000; Full time

Benefits offered by this job

Work from home program

Global career opportunities

Job summary

Everise Philippines Ltd. is seeking a Lead - Scheduler to forecast call volumes, determine staffing requirements, and organize schedules for our contact center operations.

You will partner with the operations team and clients to ensure staffing levels align with real-time business needs and service level objectives. The role requires at least 5 years in call center forecasting and scheduling, strong analytical skills, and proficiency with WFM tools like Verint, IEX, or Aspect.

Qualifications

• Minimum 5 years call center experience with 2 years WFM/scheduling.
• Strong analytical, numerical, and problem-solving skills.
• Experience with workforce forecasting and scheduling.
• Proficient in MS Excel and WFM software.
• Excellent verbal and written communication.

Responsibilities

• Create call volume forecasts and staffing requirements.
• Organize schedules for contact center operations.
• Collaborate with operations team and client on staffing needs.
• Monitor real-time staffing and adjust as needed.
• Lead scheduling analysts to drive efficiency.

Skills

Forecasting

Scheduling

Workforce management

Verint

IEX

Aspect

ACD systems

Excel

Leadership

Communication

Education

High school diploma or equivalent

Tools

Verint

IEX

Aspect

Job description

Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!

The Lead - Scheduler is responsible for creating call volume forecasts, calculating staffing requirements, and organizing schedules for contact center operations. The Lead - Scheduler works directly with the operations team and the client to ensure that staffing levels are consistent on a real time basis and meet with business needs.

Job Requirements

• High school diploma or equivalent; 2 years of college preferred
• A minimum of three years’ workforce forecasting and scheduling experience in a call center environment
• Two years’ experience working with call center reporting and metrics required
• One year prior experience working with workforce management technologies ideally either Verint, IEX, Aspect, etc
• One year prior experience with Avaya or other ACD phone system required
• Strong analytical skills and ability to apply those real-time
• Proficiency in Microsoft Office Applications including Word & Excel and other relevant software
• Excellent problem solving and decision making skills
• Ability to operate effectively in a team environment
• Excellent oral and written communication skills and interpersonal skills
• Dependability regarding completion of assignments and attendance

If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.

Qualifications

• Minimum 5 years call center experience and 2 years WFM/scheduling experience
• Ability to understand, analyze and report on call center metrics
• Must demonstrate strong analytical, numerical, and problem solving skills
• Ability to define problems, collect data, establish facts, and draw valid conclusions. Must be enterprising, diplomatic and proactive in solving problems
• Excellent verbal and written communication skills and the ability to effectively present information across all levels of the organization
• Strong organizational skills and the ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail in a challenging, fast-paced, shifting-priority environment
• Must be able to provide leadership and direction to scheduling analysts to drive efficiency and optimize service delivery
• Proficient in MS Excel and WFM Software utilized by projects being managed (Verint, IEX, Aspect, etc.)