Workforce Scheduler

ibex; Parañaque; On-site; PHP 334,800 - 602,640; Full time

Job summary

ibex is seeking a Workforce Scheduler to maintain staffing plans, develop rolling forecasts, and generate weekly schedules. The role involves managing rosters and aligning staffing with client metrics while balancing productivity goals.

Responsibilities include forecasting call volume, AHT, and shrinkage; conducting intraday management, and coordinating with cross-functional teams. Willingness to work graveyard shifts and travel to sites is required.

Qualifications

• Bachelor’s/Associate degree or equivalent work experience.
• At least 1 year in Forecasting/Resource Planning in a call center.
• At least 1 year Intraday management experience.
• Willing to work permanent graveyard shift.
• Willing to be assigned in Pasig and travel to different sites.

Responsibilities

• Develop rolling forecasts and sequences for 13-month horizon.
• Maintain staffing plans and rosters weekly.
• Forecast call volume, AHT and shrinkage; baseline and trends.
• Collaborate with client teams and internal operations for planning.
• Document assumptions, concerns and issues from meetings.

Skills

Analytical skills

Organizational skills

Communication

Independence

Education

Bachelor’s/Associate degree or equivalent

Tools

MS Office (Excel)

WF tools (IEX, CMS)

Job description

The Workforce Scheduler is responsible for maintaining the hiring plans, developing rolling forecasts, generating schedules, maintaining rosters, and the like on a weekly basis. The focus is to provide guidance on staffing levels needed by each program he supports to achieve all client metrics while balancing it with internal productivity goals.

Historical File:

• Mechanize the collection of all historical data for trending – call volume, AHT, Service Level and shrinkage factors. Trending needs to be provided down to the interval level.
• Normalize historical data for abnormal occurrences but document for trending that can be used to manage similar future situation

Trending:

• Standardize the methods to be used for trending call volume, AHT, service level and Shrinkage
• Customize the formulas by program as to historical data to be used for trending (4 weeks prior, 3 months prior, etc) Mechanize tools for identifying patterns that can be used for forecasting.
• Document the details behind the data to ensure we are able to accurately forecast into the future.
• Know the business and the forecasted industry trends
• Involve client in trending exercise

Forecasting:

• Based on trend, predict the baseline volume, AHT and shrinkage factors for a 13-month rolling period at a weekly level. Consult with all areas that could impact any of the components to forecasting - client (Marketing, R&D, Budget restrictions), Support Teams (Training, Recruitment, IT and Telecoms, etc.) and Operation (Site Director and/or OMs)
• Review with Operations the full 13-month forecast at least once a month.
• During ramp or when targets are not being met a weekly or biweekly meeting is required
• WFM to document all assumptions, concerns and issues discussed at meetings
• During Hiring plan meetings the following items will be discussed:
• Program headcount to determine weekly production attrition rates
• Skill set assignment (on Multi Skilled programs)
• Hiring status of planned additional headcount
• Headcounts of ongoing training classes to determine training attrition rates
• Duration of Abay, on-phone time and status of Abay agents
• Learning curve impacts (increase in AHT due to new hires)
• Assess impacts of scheduling method on FTE requirements (team-based, paired days off etc
• Operations to provide final approval on assumptions used
• Forecast data will be fed into the hiring plan file
• Resource Planner to provide Vacation/PTO allotments
• Develops input to budget planning process

REQUIREMENTS:

• Bachelor’s /Associate Degree (any field) or equivalent work experience
• At least 1 year experience specializing in Forecasting and Resource Planning in a call center environment
• At least 1 year Intraday management experience
• Willing to work in permanent graveyard shift
• Willing to be assigned in Pasig and open for occasional travel to different sites

Knowledge

• Advanced knowledge in MS Office (especially MS Excel and relevant WF tools such as IEX and CMS).
• Knowledge in problem solving processes
• Manual Scheduling

Skills

• Excellent analytical skills
• Must possess effective organizational skills and time management skills

Abilities

• Ability to work on several projects simultaneously
• Ability to come up with sound and accurate decisions in any given circumstance
• Ability to exhibit professionalism
• Demonstrated ability to work with a team
• Demonstrated ability to communicate effectively and professionally with internal and external associates
• Ability to work independently with minimal supervision, meeting multiple deadlines in a high pressure environment.