Workforce Scheduler (Pasay)

TASQ Staffing Solutions; Pasay; On-site; PHP 334,800 - 446,400; Full time

Job summary

A staffing solutions firm in Pasay is seeking a Workforce Scheduler to manage service planning and scheduling. The ideal candidate has at least 1 year of experience in a BPO or call center environment, adept at capacity planning, and must be able to start immediately. This role requires utilizing IEX software for schedule generation and monitoring attendance while working graveyard shifts.

Qualifications

• At least 1 year experience as WFM Scheduler in a BPO/Call Center Setup.
• Adept in capacity planning and maintenance.
• Must be amenable to start ASAP.

Responsibilities

• Create forecasts for workload and HC requirements.
• Monitor attendance and adjust staffing challenges.
• Generate schedules using IEX software and ensure minimal overtime.

Skills

Experience as WFM Scheduler

Proficient in capacity planning

Familiarity with scheduling software (IEX)

Job description

About the job Workforce Scheduler - Pasay

About the job Workforce Scheduler (MOA Pasay) | Onsite

Work Setup: Onsite

Shift: Graveyard Schedule

Requirements:

• At least 1 year experience as WFM Scheduler in a BPO/Call Center Setup
• All candidates must be amenable to start ASAP.

RESPONSIBILITIES:

Service Planning

The scheduling and service planning specialist is expected to create short-term to long-range forecasts (but not limited to) for the following: workload, HC requirements, AHT trends, shrinkage inputs, and occupancy.

Routinely evaluate interval-level attainment and trend against targets and forecasts to identify production volume changes that will lead to workload reassessment and the appropriate realignment in specific or all fields.

Track and report forecasted vs. actual production volume trends by LOB, campaign, and site. Perform root cause analysis to identify the reasoning for poor service levels and create recommendations for turnaround at the soonest possible time.

Monitor attendance and tardiness by day and interval, adjust for staffing challenges, update the scheduling database, and generate attendance reports.

Adept in capacity planning and maintenance.

Scheduling and Dissemination

Within the guidelines of the company's Standard Work Rules and using IEX as scheduling software, generate schedules, determine the appropriate shift types, and determine the number of shifts required to meet service levels by line of business (LOB) and at the campaign level.

Routinely clean up the headcount roster and other related credentials in IEX.

Loading the appropriate historical volumes and patterns into the scheduler to project month-over-month variances.

Ensures that all operational staff are positioned effectively with minimal need for overtime to meet service level objectives.

Completely schedule agent development activities per the budget without risk to service level objectives. When large-scale training and other initiatives require the use of other service area staffing, coordinate efforts by effectively communicating market/campaign.

Able to identify needs for overtime and other necessary in-office and out-of-office staffing adjustments ahead of time and incorporate them into schedules. Advise and/or approve/deny time-off requests based on objective analysis.

Conduct regular and impromptu meetings with other departmental partners to go through staffing models, recommended actions, and call out any potential risks to service level objectives and Bill to Pay together with the action plans to course correct at the soonest possible time.