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Workforce Scheduler and Planner

Published: Apr 21, 2017 - 5mo, 27d ago - Expired || Philippines , Manila

Description

Job Description:

• Managing the day to day forecasting and scheduling for specified accounts

• Ensure strategies goals are met through forecast modeling, collaborative planning and effective communication.

• Oversee and maintain the workforce managment platform utilized for forecasting and scheduling

• Establishes a statistical baseline forecast for all departments

• Provides clear communication of the forecasted workload, changes, assumptions, inputs and etc. to the Senior Leadership team

• Formulate recommendations based upon analysis, data and input from users and departmental management

• Appropriately forecast and account for growth due to seasonal variations and special events

• Gathers data to understand the key drivers of volume (lead and marketing forecast, outbound call volume) and incorporate into forecasting and planning

• Identifies and researches service level risks for problem resolutionand management notification

• Leads in the effort of building staffing strategies that support multi-site, multi-skilled student contact centers

• Assist with training of staff on Workforce management policies and procedures

• Responsible for updating statistical info into WFM modeling software

• Maintain reports on workforce

• Works closely with WFM Manager in developing modeling scenarios for all department supported

• Maintains a close working relationship with all departmental leadership team in developing staffing strategies

• Responsible with assisting the WFM Manager in training and supporting new WFM team members

Qualifications:

• At least a high school graduate

• At least 6 months’ worth of experience as a BPO Workforce Scheduler or Planner is required

• Well-versed in creating and translating raw data into useful/informative reports

• With high level of expertise in using MS Office (especially MS Excel and PowerPoint)

• Required skill(s): data analysis, real time management, scheduling, system and network administration, Generating Data, MS Office.

• Applicants must be willing to work in McKinley Hill.

• Flexible and willing to work in shift schedules

• Can start ASAP

• Salary: 25,000-30,000php/month


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FROLLAN POSADAS

Time Zone: Asia/Manila ||

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