Strategic Scheduling Lead - Real-Time & Forecasting

Transcom Worldwide (Philippines), Inc.; Manila; On-site; PHP 320,000 - 520,000; Full time

Benefits offered by this job

Day 1 HMO

Meal & Transportation Allowance

Rice Subsidy

Clothing Allowance

24/7 Teleconsult

Free Psychologist Consultation

In-house & Online Pharmacy

Scholarship Program

Retirement Fund

Free Shuttle Service

Job summary

Transcom Pasig is seeking a Scheduling Analyst to maintain optimized schedules and support short-term plans while guiding Real Time Analysis. You will handle roster management, system maintenance, and intraday performance reporting in a dynamic contact center.

Collaborate with multiple departments, publish performance files on time, and back up Scheduling Manager when needed to ensure smooth operations and client satisfaction.

Qualifications

• Minimum 1 year forecast/schedule experience with Excel and Erlang.
• Minimum 2 years as real-time analyst in a campaign.
• Experience with multiple WFM systems (eWFM, Verint, IEX, Teleopti, Genesys).
• Experience handling schedules across multiple lines of business.

Responsibilities

• Create, maintain, process, and manage schedule bids, adjustments, assignments and swaps for future weeks.
• Publish intraday performance files for guidance and optimize staffing recommendations.
• Initiate, analyze and evaluate shift bids and outcomes.
• Pre-plot off-phone activities and support capacity initiatives.
• Maintain vacation leave tracker and governance.

Skills

Excel

Forecasting

Scheduling

Call center knowledge

Predictive statistics

Analytical thinking

Education

University degree

Tools

eWFM

Verint

IEX

Teleopti

Genesys

Job description

Transcom Pasig is seeking a Scheduling Analyst to maintain optimized schedules and support short-term plans while guiding Real Time Analysis. You will handle roster management, system maintenance, and intraday performance reporting in a dynamic contact center.

Collaborate with multiple departments, publish performance files on time, and back up Scheduling Manager when needed to ensure smooth operations and client satisfaction.