Workforce Scheduler

Duties and Responsibilities:

Manages day-to-day forecasting and scheduling for assigned accounts
Establish baseline for forecast vs actual stats
Manages stats history for comparison and planning
Provides clear communication of the forecasted workload and required headcount to upper management
Appropriately forecast and account for growth on a daily, weekly, monthly, seasonal and yearly basis (including holidays). Responsible for updating the stats in the WFM tool
Gathers data to understand the key drivers of volume and incorporate it into forecasting and planning
Coordinate with analysts to calibrate data and recommendations to senior management
Leads in building staffing strategies that support multi-skilled, multi-site agents

Qualifications:

At least 6 months experience as a scheduler/planner in a BPO
Knowledge in data translation
Familiarity with workforce tools
Client-facing experience
Expertise in basic BPO SLAs
Attention to detail
Can work independently
Ability to logically structure analytical framework to solve practical problems or design new processes
Exposure to sales environment in a call center with aggressive service level goals
Familiarity with telephony systems and call center technology and vocabulary
Must be willing to work onsite in Ortigas

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