Workforce Scheduling Analyst
Manulife
Lapu Lapu City,
4d ago

Job Description

The WFM Team is a dynamic group of individuals dedicated to providing excellent service to the businesses they support. The Workforce Scheduling Analyst is responsible for creating and maintaining a rolling 4 weeks of schedules that are accurate, fair and meet the business requirements.

Responsibilities :

Maintain 4 weeks rolling published schedules

Annual vacation process

Coordinate with training team to make cross training recommendations

Ad hoc requests (ex. extended hours, flexible schedules, queue consolidation)

Maintain accurate, effective schedules for all Associates ensuring proper coverage in multiple queues

Provide regular updates toleaders and staff regarding service and staffing conditions

Develop and implement appropriate and timely Service Level Action Plans that may include adjustments to on-line and off-line staffing

Provide communication and direction toleaders and staff in the implementation of Service Level Action Plans

Input changes to associates schedules into Verint in an accurate and timely manner

Complete other tasks as needed to meet daily operational requirements

Optimize / Redeploy staffing to improve service and cost

Qualifications :

Previous scheduling experience is a must

Previous experience withBack-office WFMpreferred

Experience with Verint an asset

Strong analytical and problem-solving skills

Strong technical skills; comfortable learning and effectively using a wide variety tools and software

Strong communication skills, both written and verbal

Strong interpersonal skills

Strong organization and time management skills

Good understanding of basic BPOmetrics and overall BPOoperations

Flexible, ability to adapt quickly to change

Self-motivated, able to work effectively under minimal supervision

Ability to motivate and positively influence others

Strong team player

Demonstrated professionalism

Able to juggle concurrent priorities andmulti task

Ability to work under pressure

Required to work flexible hours and evening

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