WFM Planner/ Forecaster (PHL)

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

Position Title:

WFM Planner/ Forecaster (PHL)

Shift:

8:00 PM to 5:00AM (Philippines)

Job Description:

Responsible for performing both real-time analysis and scheduling functions as determined by current business need. Primary duties may include, but are not limited to: Performs real-time analysis duties to ensure service levels are met. Monitors call volume demand in real time and flexes workforce accordingly. Ensures that the best possible call center service levels are achieved to maximize utilization. Monitors call volume and average speed of answer (ASA) in real time & adjusts schedules to ensure consistent service is maintained. Designs and manages an efficient staff scheduling system for short-term future needs which includes the development of shift requirements and paid time off (PTO) planning. Determines how to best distribute the staff to meet projected call volumes. Analyzes historical patterns to determine nature, variance, and seasonality of call arrival patterns. Utilizes shift schedule templates to determine shifts. Creates shift schedules in WFM system. Develops a set of priority rules that will govern how shifts are assigned. Establish a set of scheduling resources and monitoring systems to manage schedule administration, communication and to track performance. Requires a BA/BS degree in Business, Statistics or related field; 2 years call center operations experience; or any combination of education and experience, which would provide an equivalent background. 2 years of scheduling experience in a centralized call center environment preferred. Working knowledge using WFM management tools preferred.