Workforce KPI & Scheduling Analyst

Conduent; Cebu City; On-site; PHP 279,000 - 424,000; Full time

Job summary

Conduent in Cebu City is seeking a College graduate with at least 1 year of WFM experience in the BPO industry to help facilitate scheduling and KPI attainment. The role supports intraday and intraweek operations across health plan functions and requires readiness to start ASAP.

Responsibilities include monitoring intraday actuals, re-forecasting based on actuals, and updating schedules to meet upcoming interval requirements, while documenting events affecting forecasts and KPIs.

Qualifications

• At least 1 year experience in WFM role within BPO.
• Candidate must be a college graduate.
• Able to start ASAP.

Responsibilities

• Ensures published schedules meet organization and project targets (KPIs) within policy.
• Monitors intraday actuals against forecasted planning parameters and takes corrective actions.
• Re-forecasts planning parameters based on actuals.
• Updates intraday schedules to meet requirements for upcoming intervals.
• Records events and incidents that influence forecasts and KPI realization.
• Accepts and maintains published schedules by adjusting to changes in resources or client requirements.
• Performs other duties as assigned.
• Complies with all policies and standards.

Skills

WFM experience

KPI awareness

Analytical thinking

Education

College graduate

Job description

Conduent in Cebu City is seeking a College graduate with at least 1 year of WFM experience in the BPO industry to help facilitate scheduling and KPI attainment. The role supports intraday and intraweek operations across health plan functions and requires readiness to start ASAP.

Responsibilities include monitoring intraday actuals, re-forecasting based on actuals, and updating schedules to meet upcoming interval requirements, while documenting events affecting forecasts and KPIs.