Workforce Management Scheduler

Job title : Workforce Management SchedulerWork setup : Onsite in CebuWork Schedule : Shifting ScheduleSalary : Php 22,000 – Php 34,000 packageBasic Functions

• Generates schedules accordingly to meet the business requirements enabling superiorcustomer service
• Adjusts the schedules accordingly based on the actual scenarios and provide overtimerequirements / voluntary time off to ensure efficient and effective staffing
• Monitors the queue real-time while tracking, documenting and communicating agent activityon multiple lines of businesses
• Assist agents with basic troubleshooting and workarounds
• Report and track all system issues and outages
• Prepares and publishes the Intraday and other relevant reports while ensuring accuracy andtimeliness of dataEssential Functions
• Regularly performs volume and performance analysis and proactively communicate possibleimpacts to business
• Supports management with all necessary reports and planning models to facilitate theprocess of decision making
• Monitors actual activities and compare it to plan and make recommendations for immediatechanges
• Staff the appropriate number of agents at the proper time based on recent / historical capacitydrivers
• Ensures that pre-planned activities are being scheduled in advance and communicatedeffectively
• Adjusts the schedules accordingly based on the actual scenarios and provide overtimerequirements / voluntary time off to ensure efficient and effective staffing
• Ensures adherence to schedules and raises alerts on time in case of deviations
• Optimizes the schedules and makes real-time adjustments on breaks and lunches based onthe actual staffing
• Executes skill change and reallocation requests and initiatives
• Provides recommendations in case of understaffing / overstaffing
• Act as first point of contact for any escalations, outages, system issues, or any otherproduction impacting situations
• Maintains confidentiality relative to the organizational strategies, objectives, and practicesQualifications :
• Candidate preferably possess at least a Bachelor’s / College Degree
• 1-year minimum experience in Workforce Management
• Excellent skills in scheduling and real-time time management are a must
• Strong organizational skills to ensure critical timelines are met
• Accuracy and attention to detail are a must in this role
• Detail-oriented with the ability to deliver project deliverables with little supervision
• Excellent written, verbal, and e-mail skills, with the ability to interface effectively with individualsat various levels
• Ability to effectively prioritize workload in a fast-paced, real-time, and frequently changingenvironment while remaining detailed and organized
• Demonstrate analytical, organizational, problem solving and creative thinking skills
• Respond positively to change, embracing and using new practices or values to accomplish goalsand solve problems
• Flexible and willing to work in shift schedules