Strategic Scheduling Analyst: Optimize Forecasts

IntouchCX; Metro Manila; Presencial; PHP 240.000 - 420.000; Jornada completa

Descripción de la vacante

IntouchCX is seeking a Scheduling Specialist to align original schedules with forecasted work volume, partnering with Operations and Workforce Management. You will report to the Manager of Resource Planning and drive ongoing analysis and continuous improvement.

The role involves managing schedules across locations, maintaining accurate employee data, reviewing headcounts and absenteeism trackers, and updating WFM parameters to meet service level goals. Collaboration with Operations is essential.

Formación

• Post-secondary degree or certificate focusing on Business Administration.
• Experience with workforce management systems.
• Advanced knowledge of Microsoft Excel.
• Knowledge of contact center operations.
• Strong technical, analytical, and problem-solving skills.
• Superior attention to detail with accuracy.
• Able to adapt to a fast-paced environment.
• Strong organizational and communication abilities.
• Ability to work independently and in a team.

Responsabilidades

• Assist with schedule and tracker management to ensure that all schedules are generated properly.
• Identify customer contact trends to ensure appropriate resources are utilized.
• Manage schedule information for new and existing employees in multiple locations using a workforce software program.
• Ensure employee information is accurately entered and maintained on an ongoing basis.
• Ensure trackers related to headcount, absenteeism, etc are constantly reviewed and updated.
• Update parameters within the Workforce Management System to ensure efficient scheduling of resources to meet service level and productivity goals.
• Work closely with the Operations Team to ensure availabilities are conducive to the business needs.

Conocimientos

Analytical skills

Communication skills

Organizational skills

Teamwork

Attention to detail

Educación

Business Administration degree/certificate

Herramientas

Workforce management software

Microsoft Excel

Descripción del empleo

IntouchCX is seeking a Scheduling Specialist to align original schedules with forecasted work volume, partnering with Operations and Workforce Management. You will report to the Manager of Resource Planning and drive ongoing analysis and continuous improvement.

The role involves managing schedules across locations, maintaining accurate employee data, reviewing headcounts and absenteeism trackers, and updating WFM parameters to meet service level goals. Collaboration with Operations is essential.