Workforce Scheduler and Planner with Experience (BPO) - Taguig - Up to 39K ghssbc
Global Headstart Specialist Inc
Metro Manila, PH
1d ago
source : Monster

Qualifications :

• At least high school graduate

• At least 6 months’ worth of experience as a BPO Workforce Scheduler or Planner is required

• Well-versed in creating and translating raw data into useful / informative reports

• With high level of expertise in using MS Office (especially MS Excel and PowerPoint)

• Applicants must be willing to work in Taguig.

• Flexible and willing to work in shifting schedules

• Can start ASAP

Roles and Responsibilities :

• Managing the day to day forecasting and scheduling for specified accounts

• Ensure goals are met through forecast modeling, collaborative planning, and effective communication.

• Oversee and maintain the workforce management platform utilized for forecasting and scheduling

• Establishes a statistical baseline forecast for all departments

• Provides clear communication of the forecasted workload, changes, assumptions, inputs, and etc. to the Senior Leadership team

• Formulate recommendations based upon analysis, data, and input from users and departmental management

• Appropriately forecast and account for growth due to seasonal variations and special events

• Gathers data to understand the key drivers of volume (lead and marketing forecast, outbound call volume) and incorporate into forecasting and planning

• Identifies and researches service level risks for problem resolution and management notification

• Leads in the effort of building staffing strategies that support multi-site, multi-skilled student contact centers

• Assist with training of staff on Workforce management policies and procedures

• Responsible for updating statistical info into WFM modeling software

• Maintain reports on workforce

• Works closely with WFM Manager in developing modeling scenarios for all department supported

• Maintains a close working relationship with all departmental leadership team in developing staffing strategies

• Responsible with assisting the WFM Manager in training and supporting new WFM team members

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