Responsible for creating and maintaining efficient and effective schedules for agents. The role involves analyzing forecasted call volumes, agent availability and business requirements to ensure optimal staffing levels or service level attainment. Performs timekeeping activities for the group or department and monitors shift times of staff to track compliance. May provide support to other areas of WFM processes if necessary.

Work environment: The work environment should be incompliance with the Clean Room Policy set forth by the Company. They must agree to comply with all company policies and procedures regarding the safekeeping of confidential information.
Physical demands: This also requires working in a fast pace, but ensuring accuracy on delivery of reports and execution.
Work demands: The work may sometimes demand overtime and work during holidays and weekends depending on the needs of the business. May require direct interaction with client.Specialist - Scheduler

• Coordinate with stakeholders for headcount reconciliation on a daily/weekly basis.
• Liaise with training to update active headcount in each class on a daily basis.
• Partner with Operations of leave planner and scheduling inputs
• Create IDPs and publish them to stakeholders on a weekly basis.
• Create short-term forecast using the WFM tools.
• Establish arrival patterns by seasonality, day of the week and intraday trends.
• Generate agent schedules including off phone activities such as meetings, trainings, coaching, and agent time off based on analysis of intraday performance to ensure service levels goals and other business needs are met.
• Generate schedules and track scheduling efficiency.
• Maintain and update the agent database with information on active employees and their schedule restrictions, which will be used by other WFM departments.
• Review and optimize schedules to address over or understaffing effectively.

Quezon City, Bridgetowne ZetaPhilippines