WFM Planner & Forecaster — Night Shift Real-Time Optimizer

Elevance Health; Pasig; On-site; PHP 600,000 - 900,000; Full time

Job summary

Elevance Health in Pasig, Philippines is seeking a WFM Planner/Forecaster (PHL) to perform real-time analyses and scheduling to meet service levels. The role monitors call volume in real time and flexes workforce accordingly, designing efficient short-term shift plans including PTO considerations.

The ideal candidate holds a BA/BS in Business or Statistics with at least two years in call center operations and scheduling, plus experience with WFM tools.

Qualifications

• BA/BS degree in Business, Statistics or related field.
• 2 years of call center operations experience.
• 2 years of scheduling experience in centralized call center environment preferred.
• Working knowledge of WFM management tools preferred.

Responsibilities

• Perform real-time analysis to ensure service levels are met.
• Monitor call volume demand in real time and adjust schedules accordingly.
• Ensure optimal call center service levels to maximize utilization.
• Monitor ASA and adjust staffing for consistent service.
• Design and manage staff scheduling system for short-term needs, including PTO.
• Distribute staff to meet projected call volumes.
• Analyze historical patterns to determine seasonality of call arrivals.
• Create shift schedules in the WFM system.
• Develop priority rules for shift assignment.

Job description

Elevance Health in Pasig, Philippines is seeking a WFM Planner/Forecaster (PHL) to perform real-time analyses and scheduling to meet service levels. The role monitors call volume in real time and flexes workforce accordingly, designing efficient short-term shift plans including PTO considerations.

The ideal candidate holds a BA/BS in Business or Statistics with at least two years in call center operations and scheduling, plus experience with WFM tools.