Scheduling Supervisor (VER11646)
Teleperformance
Quezon City, Metro Manila
45d ago

Job Summary Responsible for leading a team of schedulers

Duties / Responsibilities Responsible for the performance of this team on its defined objectives

Act as the WFM point of contact for all assigned projects

Coordinate and collaborate with operations and other departments to ensure smooth functioning of the production environment

Recommend procedural and operational guideline changes to improve communications and operational efficiency

Maintain confidentiality relative to organizational strategies, objectives, and practices

Participate in functions / meetings as required

Work on special projects as needed

Responsible for planning, creating and communication of schedules for one or multiple projects

Headcount tracking and Capacity planning for assigned project / s

Forecasting headcount, call capacity, SL delivery on a regular basis

Identifying opportunities and suggesting way to improve efficiency of staffing and scheduling to management

Carrying out regular reporting and data management activities around scheduling and capacity planning Qualifications : Minimum 2 year call center experience in Workforce Management team

Proficient in MS Excel

Proficient in any WFM tool (preferably IEX)

Good analytical and numerical ability

Good oral and written communication skills

Flexible schedule and impeccable attendance record

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