Workforce Scheduler
Workforce Scheduler
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Key Responsibility Areas:
- Prepares optimal shift schedules with breaks and generate rosters with minimum understaffing/overstaffing. Generates interval level staffing plans using the forecasts SLAs and other assumptions.
- Generates interval level forecasts for transaction volume AHT and shrinkage with minimum variance with the actual values using prepared historical data
- Plan team activities such as meetings trainings and coaching sessions
- Coordinate with Service delivery
- Reconcile employees listed in PeopleSoft with available employees for preparing weekly schedules in calibration with anticipated performance
- Demonstrate leadership skills; be able to take the lead in making improvements and resolving issues
Our most successful candidates will have:
- At least two years of experience as a Scheduler
- Experience with applications such as CMS Avaya Supervisor/ eWFM /IEX
- Strong knowledge of MSExcel
- Good verbal and written communication skills
- Ability to communicate / present with various levels of stakeholders
- Good knowledge of WFM concepts
- Good analytical skills
- Knowledge of multi skill / site / vendor scheduling scenarios with experience of handling omni channel programs would be an added advantage
- People management skills and experience
Nonnegotiable Qualifications:
- Good comms and good to excellent excel skills
- Has experience yet on creating full blown schedule shells
- Tool knowledge on using NICE IEX tool.
Work Location:
- Taguig
Employment Type
Full Time
