Workforce Scheduling & Analytics Specialist

IntouchCX; Metro Manila; On-site; PHP 360,000 - 480,000; Full time

Job summary

IntouchCX is seeking a Scheduling Specialist in the Philippines to align original schedules with forecasted work volume. You will partner with Operations and the Workforce Management Team to drive accuracy, optimize resources, and support service level goals.

You will manage schedules across locations, maintain employee data, and track headcount and absenteeism while leveraging workforce software and advanced Excel skills.

Qualifications

• Post-secondary degree or certificate in Business Administration or equivalent.
• Experience with workforce management systems.
• Advanced knowledge of Microsoft Excel.
• Knowledge of contact center operations and business processes.
• Strong technical, analytical and problem solving skills.
• Superior attention to detail with an eye for accuracy.
• Ability to adapt to change in a fast-paced environment.
• Strong organizational skills and ability to follow through on projects.
• Excellent written and verbal communication skills.
• Ability to work independently and in a team.

Responsibilities

• Assist with schedule and tracker management to ensure schedules are generated properly.
• Identify customer contact trends to ensure resources are utilized efficiently.
• Manage schedule information for new and existing employees in multiple locations using a workforce software program.
• Ensure employee information is accurately entered and maintained.
• Review and update trackers related to headcount, absenteeism, etc.
• Update parameters within the Workforce Management System to meet service level and productivity goals.
• Collaborate with Operations to align availabilities with business needs.

Skills

Analytical thinking

Attention to detail

Organizational skills

Written and verbal communication

Team collaboration

Problem solving

Adaptability

Education

Post-secondary degree or certificate in Business Administration

Tools

Workforce management systems

Microsoft Excel

Job description

IntouchCX is seeking a Scheduling Specialist in the Philippines to align original schedules with forecasted work volume. You will partner with Operations and the Workforce Management Team to drive accuracy, optimize resources, and support service level goals.

You will manage schedules across locations, maintain employee data, and track headcount and absenteeism while leveraging workforce software and advanced Excel skills.