Workforce Planner - Clark, Pampanga

Join the VXI FAMILY and enjoy these PERKS!

• Fortnightly Payouts (every two weeks)
• HMO with dental benefits(applicable to 3 dependents based on employee's tenure)
• Performance-based Incentives
• Salary Advance (terms and conditions apply)
• Paid Leaves (VL, SL, EL, Bereavement Leave, Maternity Leave, Paternity Leave, Solo Parent Leave)
• Leave Credits (unused portion is convertible to cash)

Essential Duties & Responsibilities include the following:

Service Planning
The Scheduling and Service Planning specialist is expected to create short term to long range forecasts (but
not limited to) for the following: workload, HC requirements, AHT Trends, shrinkage inputs, occupancy.

• Routinely evaluate interval level attainment and trend against targets and forecast to identify production volume changes that will lead to workload reassessment and the appropriate realignment in specific or all fields.
• Track and report forecasted vs actual production volume trends by LOB, campaign and site. Perform root cause analysis to identify the reasoning for poor service levels and create recommendation for turn around at the soonest possible time.
• Monitor attendance and tardiness by day and interval, adjust for staffing challenges, update scheduling database and generate attendance reports.
• Adept in Capacity Planning and maintenance.

Scheduling and Dissemination
Within guidelines of the company’s Standard Work Rules and using IEX as a scheduling software, generate
schedules, determine the appropriate shift types and the number of shifts required to meet service levels
by line of business (LOB) and at the campaign level.

• Routinely clean up headcount roster and other related credentials in IEX.
• Loading the appropriate historical volumes and patterns into the scheduler to project month-over-month variances.
• Ensures that all operational staff are positioned effectively with minimal need for overtime to meet service level objectives.
• Completely schedule agent development activities per the budget without risk to service level objectives. When large scale training and other initiatives require the use of other service area staffing, coordinate efforts by effectively communicating market/campaign.
• Able to identify needs for overtime and other necessary in office and out of office staffing adjustments ahead of time and incorporates into schedules. Advise and/or approve/deny time off requests based on objective analysis.
• Conduct regular and impromptu meetings with other departmental partners to go through staffing models, recommended actions and call out any potential risks to service level objectives and Bill to Pay together with the action plans to course correct at the soonest possible time.
• Designs and/or improve report templates to effectively present production data and to
  clearly illustrate data trends relevant to management decision making

Requirements:

• Must have at least 6 months to 1 year experience in Workforce Scheduling/Forecasting
• Applicants of RTA status may be considered provided that they have more than a year of work experience in Workforce Management
• Proven analytical skills
• Project-based knowledge of metrics or key measures for success.
• Operational knowledge in multiple WFM Solutions and applications – IEX is preferential.
• Must be flexible and ensures to meet the current and future demands of the business and team that is being supported.