Scheduler - Workforce

Generates schedules for the assigned programs / campaigns, ensuring adherence to service goals and Client requirements.

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  Provide agents with a working schedule for the business week, incorporating all Client requirements (i.e. retraining, call backs) as well as forecasting and scheduling assumptions
• .Analyzes volume arrival and other pertinent patterns by gathering data from WFM tools
• .Staffs the appropriate number of agents at the proper time based on recent / historical call arrival patterns. Addresses issues or discrepancies with the Client’s own call arrival patterns against the account’s / program’s actual arrival patterns for the site
• .Regularly monitors trends and flags any changes that may impact resource allocation
• .Recommends solutions to scheduling conflicts and / or special scheduling requests
• .Coordinates with Operation POCs for activities (i.e. phone, non-phone) that need to be scheduled
• .Gathers, compiles and processes all headcount reports, leave and schedule requests
• .Provides the program with realistic schedules based on current manpower resources and performance

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Qualification

• s:At least with 1 year relevant Experien
• ceAmenable to work Onsite ( Vertis North, Quezon Cit
• y)Amenable work on Shifting Schedu