Scheduling Analyst (For Pooling)

Transcom; Pasig; On-site; PHP 350,000 - 550,000; Full time

Benefits offered by this job

Day 1 HMO

Rice Subsidy

Clothing Allowance

24/7 Teleconsult

Free Psychologist Consultation

In-house & Online Pharmacy

Retirement Fund

Free Meal & Medicine (Tap Card)

Loyalty Incentives

Free Shuttle Service

Job summary

Transcom Pasig is hiring a Scheduling Analyst to maintain optimized schedules, support short-term plans, and guide the Real Time Analysis team. You will manage 1-week look-ahead planning, schedule governance, roster maintenance, and system configurations across eWFM, CMS, and SAP roster alignments.

The role requires 1 year forecasting/scheduling experience, 2 years as a real-time analyst, and proficiency with Excel and multiple WFM systems. A university degree is expected.

Qualifications

• Bachelor's degree or equivalent.
• Experience in forecasting and scheduling.
• Proficient in Excel and statistical methods.
• Experience with multiple WFM systems is a plus.

Responsibilities

• Create and maintain weekly schedules, bids, adjustments, and swaps.
• Generate Intraday Performance files and provide staffing recommendations.
• Lead capacity planning and roster alignment across systems.
• Coordinate with Real Time Analysis and operations teams to meet plans.

Skills

Excel

Predictive statistics

Call center environment

Math background

Education

University degree

Tools

eWFM

Verint

IEX

Teleopti

Genesys

Job description

Transcom is looking for talented individuals like you to join our awesome team! Be the next Scheduling Analyst for our Transcom Pasig site.

Join our Transcom Family as a Scheduling Analyst!

This position will be responsible for maintaining optimized and accurate schedules as well as system and roster maintenance. They will support and create short terms plans based on their analysis and recommendations from the Long Term Strategic Planners. Will provide guidance to the Real Time Analysis team ensuring all pre planned activities are met and optimized. Responsible for a minimum 1-week look ahead for short term planning and schedule management.

Scheduling Governance

• Responsible for creating, maintaining, processing, accommodating and managing schedule bids, adjustments, assignments and swaps for all future weeks.
• Generates, presents and publishes Intraday Performance files for RTA and operations guidance and provides recommendations to address projected over and understaffing after optimization
• Initiates, facilitates, recommends, analyze and evaluate shift bids and it’s results
• Pre plots off phone activities as agreed upon on capacity calls and provide support for operations initiatives
• Vacation leave tracker/calendar maintenance and governance

Roster and System Management and Maintenance

• Maintains and publishes campaign’s official master roster for scheduling, capacity planning and other purposes
• eWFM, CMS and all WFM related system profile creation, maintenance and providing the correct security profiles/accesses
• Aligns master roster file, eWFM and SAP roster and ensure all statuses and information are correct and accurate

Teamwork and Collaboration

• Maintains an open communication with all departments ensuring all WFM impacting and related initiatives are supported and properly guided
• Provides guidance and coordination with the real-time team to ensure plans and initiatives are being driven and followed through
• Act as Scheduling Assistant Manager/Manager/Senior Manager back up and campaign Point of Contact in absence of the functional leaders

Customer Focus (Client)

• Assists in defining, managing and achieving client required performance objectives
• Consistently demonstrates sound judgment
• Researches, develops and implements operational and technical processes.
• Conducts analyses, prepares reports and communicates with internal clients to provide value-added and consultative services.

Customer Focus (Operations)

• Performs appropriate updates to documentation and develops operational support policies and procedures to ensure appropriate updates are made. Leads and coordinates intra and interdepartmental process changes.
• Achieve and deliver all commitments made to Operations Leadership team
• Maintains quality assurance processes that ensure customer disclosure of issues that directly impact services. Maintains staffing and program ratios based on established targets.
• Acts as a program resource during new projects or ramps, and will engage appropriate resources as needed.

Communication

• Provides effective communication and feedback to staff
• Prepares and presents both written and verbal communication to clients and colleagues alike
• Is able to communicate effectively regarding Transcom and projects at a short notice and under pressure

Campaign Performance Management

• Supports the overall performance of the program as aligned to the financial, servicing, and delivery targets on a short term planning perspective
• Ensure that schedules are published on time or provide the necessary communications on delays and turnaround time
• Drives consistency with adherence to WFM SOP

What we are looking for:

To be successful in this role you must…

Educational Background

University degree or equivalent higher qualification

Work Experience

• Minimum 1 year experience in forecasting and scheduling preferably using Excel and Erlang.
• Minimum of 2 years as a real time analyst managing and supporting a campaign
• System Knowledge Requirement: extensive background in RTA and scheduling in at least 2 WFM System (eWFM, Verint, IEX, Teleopti, Genesys)
• Additional Requirements: extensive knowledge and experience in schedule and roster management and supporting more than 2 lines of businesses or 2 sets of IDPs with different KPI requirements.

Skills Requirements

• Strong skills in using Excel to create and maintain historical data and forecasting models.
• Applied knowledge of predictive statistics will be a strong advantage.
• Knowledge of inbound call center environment is preferred.
• Actuarial/Statistics/Math background will be an advantage.

What's in it for YOU!

Driven by our "Malasakit" culture, we make certain that our team members are well-cared for. Hence we are proving these employee benefits, which you'll be able to utilize once you join our team!

• Day 1 HMO
• Rice Subsidy
• Clothing Allowance
• 24/7 Teleconsult
• Free Psychologist Consultation
• In-house & Online Pharmacy
• Retirement Fund
• Free Meal & Medicine (through Transcom’s Tap Card Rewards)
• Loyalty Incentives
• Free Shuttle Service

What Life at Transcom is like!

Transcom is a firm believer in putting people first. We have cultivated a culture of focusing on and caring for our employees, ensuring that they are provided with rewards, privileges, and amenities that are relevant, valuable, and easily available.

We are highly driven by our "Malasakit" culture. Transcom, in its very core, is all about an inclusive team that is focused on people. It all comes down to setting the bar for dignity, equality, and respect. It means that each one takes part in proactively shaping, cultivating, and building the company we want to work and live in. This is why genuine concern is so vital to us.