Workforce Scheduler

Duties and Responsibilities:Manages day-to-day forecasting and scheduling for assigned accountsEstablish baseline for forecast vs actual statsManages stats history for comparison and planningProvides clear communication of the forecasted workload and required headcount to upper managementAppropriately forecast and account for growth on a daily, weekly, monthly, seasonal and yearly basis (including holidays). Responsible for updating the stats in the WFM toolGathers data to understand the key drivers of volume and incorporate it into forecasting and planningCoordinate with analysts to calibrate data and recommendations to senior managementLeads in building staffing strategies that support multi-skilled, multi-site agentsQualifications:At least 6 months experience as a scheduler/planner in a BPOKnowledge in data translationFamiliarity with workforce toolsClient-facing experienceExpertise in basic BPO SLAsAttention to detailCan work independentlyAbility to logically structure analytical framework to solve practical problems or design new processesExposure to sales environment in a call center with aggressive service level goalsFamiliarity with telephony systems and call center technology and vocabularyMust be willing to work onsite in Ortigas#J-18808-Ljbffr