WFM Scheduling Analyst

We're Hiring: WFM Scheduling Analyst!

We are looking for a detail-oriented and analytical WFM Scheduling Analyst to join our team in Pasig, Philippines. The ideal candidate will have a strong understanding of workforce management principles and experience in scheduling to optimize operational efficiency.

Location: Ortigas Avenue, Pasig City, Philippines

Work Mode: Work From Office

Role: WFM Scheduling Analyst

What You'll Do

• Schedule Creation and Maintenance:
• Develop and maintain optimal agent schedules across vendor and BPO sites to align with forecasted workload demands.
• Incorporate factors such as historical data, shrinkage, business rules, and employee preferences into schedule planning.
• Regularly adjust schedules to accommodate real-time needs, including unplanned events and operational changes.
• Collaboration with Vendors and Clients:
• Serve as the primary point of contact between the client and vendor/BPO partners for all scheduling-related matters.
• Communicate scheduling plans, changes, and impacts to stakeholders in a timely manner.
• Coordinate with vendor workforce teams to ensure schedule adherence and compliance with client expectations.
• Forecasting Alignment:
• Work closely with forecasting teams to ensure schedules align with expected workload and volume trends.
• Collaborate to incorporate forecast updates and recalibrate schedules as necessary.
• Monitoring and Reporting:
• Monitor schedule adherence, attendance, and utilization across vendor and BPO locations.
• Provide detailed reporting on scheduling performance, including adherence rates, staffing gaps, and overages.
• Analyze trends and identify opportunities for improvement in scheduling efficiency and accuracy. 5.
  
  

Process Improvement

• Develop and implement process enhancements to improve scheduling accuracy and efficiency.
• Ensure compliance with all scheduling guidelines and adapt to client
• specific requirements.
• Document and share best practices with stakeholders to promote consistency across teams.
• Problem Solving and Escalation:
• Address scheduling conflicts and agent availability issues in real time.
• Escalate unresolved or critical issues to the appropriate stakeholders, providing recommendations for resolution.
  
  

What We’re Looking For

Education: Bachelor’s degree in Business, Operations Management, or a related field (or equivalent work experience).

Experience

2+ years of experience in workforce management, specifically in scheduling within a contact center or BPO environment.

• Familiarity with WFM tools such as NICE, IEX, Verint, Aspect, or similar platforms.
• Experience in supporting multi-site or vendor operations is preferred. Skills:
• Proficiency in Microsoft Excel and other scheduling or reporting tools.
• Strong analytical skills with attention to detail.
• Excellent verbal and written communication skills for effective stakeholder management.
• Ability to work under pressure and adapt to rapidly changing conditions.
  
  

Key Competencies

• Strong organizational and time management skills to manage complex scheduling requirements.
• Collaborative mindset to foster productive relationships between clients and vendor/BPO partners.
• Problem-solving abilities to address challenges in a dynamic environment.
  
  

Ready to make an impact? Apply now and let’s grow together!