Senior Executive, WFM Scheduler [Work Onsite - Quezon City or Alabang]

Gratitude Inc

199 Views

19 hours ago

3-5 Year(s)

₱ 30 - ₱ 40K p.a

Manila

Job Description

Key Skills

WFM tools

1 candidate(s) have already applied for this Job. Apply now

Location: QC or Alabang

Salary: PHP 40K basic salary max

 3+ year of hands-on experience in WFM in a call center inbound voice process.

 1+ year of Scheduling experience using any of the following tools - eWFM, Blue Pumpkin/Impact 360, or IEX.

Technical Skills:

 Very proficient with Microsoft Excel

 Ability to scrub, dissect and shape data, create customized reports.

 Good knowledge of any WFM systems such as eWFM, Blue Pumpkin/Impact 360, IEX etc.

 Create forecasts, schedules and IDPs, run scenarios inside a WFM tool

Basic Functions

 Responsible for managing staffing models and scheduling processes

Role & Responsibilities

 Manage the scheduling process of the program.

 Create agent schedules, IDPs and make necessary adjustments as necessary.

 Acts as backup to the WF FST Assistant Manager.

 Manage employee information changes inside Verint WFO system

 Communicate effectively with internal and external customers

 Responsible for balancing staffing requirements with operational efficiencies and financial goals.

General Skills

 Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail

 Solid critical thinking, problem solving, and interpersonal skills

 Demonstrates ability to give and receive feedback with peers and business partners

 Ability to work independently with minimal supervision

 Must demonstrate sound arithmetic, analytical and problem solving ability.

 Ability to adapt to workload and multitask with attention to detail in a dynamic environment.

Role

Customer Service Executive

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Process

Voice

Functional Area

ITES / BPO / Customer Service

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