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Careers & Job Opportunities

Workforce Scheduler

Duties and Responsibilities:

  • Manages day-to-day forecasting and scheduling for assigned accounts
  • Establish baseline for forecast vs actual stats
  • Manages stats history for comparison and planning
  • Provides clear communication of the forecasted workload and required headcount to upper management
  • Appropriately forecast and account for growth on a daily, weekly, monthly, seasonal and yearly basis (including holidays) Responsible for updating the stats in the WFM tool
  • Gathers data to understand the key drivers of volume and incorporate it into forecasting and planning
  • Coordinate with analysts to calibrate data and recommendations to senior management
  • Leads in building staffing strategies that support, multi-skilled, multi-site agents

Qualifications:

  • At least 6 months experience as a scheduler/planner in a BPO
  • Knowledge in data translation
  • Familiarity with workforce tools
  • Client-facing experience
  • Expertise in basic BPO SLAs
  • Attention to detail
  • Can work independently
  • Ability to logically structure analytical framework to solve practical problems or design new processes
  • Exposure to sales environment in a call center with aggressive service level goals
  • Familiarity with telephony systems and call center technology and vocabulary
  • Must be willing to work onsite in Ortigas

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