About the job Call Center Workforce Scheduler - Clark

About the job Workforce Scheduler (Clark, Pampanga) | Onsite

Work Setup: Onsite

Shift: Graveyard Schedule

Requirements

At least 1 year experience as WFM Scheduler in a BPO/Call Center Setup

All candidates must be amenable to start this June.

Responsibilities

Service Planning

The scheduling and service planning specialist is expected to create short-term to long-range forecasts (but not limited to) for the following: workload, HC requirements, AHT trends, shrinkage inputs, and occupancy.

Routinely evaluate interval-level attainment and trend against targets and forecasts to identify production volume changes that will lead to workload reassessment and the appropriate realignment in specific or all fields.

Track and report forecasted vs. actual production volume trends by LOB, campaign, and site. Perform root cause analysis to identify the reaso...