WFM Scheduler - Quezon City

As a Workforce Scheduler, you're expected to understand and forecast for contact center transaction volumes, trends and average handle times to determine workloads for assigned Operations function. You will schedule production staffing to ensure resources are efficiently allocated and market queues are adequately staffed to handle forecasted production volumes.

• Routinely clean up headcount roster and other related credentials in IEX
• Load 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
• 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

• Has at least 1 year scheduling experience in the BPO industry
• Strong oral and written communication skills