WFM Scheduling Analyst

Gratitude Inc

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1 month ago

WFM Scheduling Analyst

1-2 Year(s)

15 - 20 Thousand p.m

Cebu Central Visayas

Job Description

Key Skills

BPO Skills

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Job title: WFM Scheduling Analyst

Work Setup: Work from Home in Mckinley

Shift: Shifting Schedule:Night Shift

Salary: 21K

JD :

Analyzes contact center trends, including call volume, call patterns, staff productivity, attrition rates, and resource allocation. Conducts call pattern forecasting and schedule planning activities to help meet business unit objectives. May recommend operational improvements. Uses analysis results to forecast call arrival and build staffing and scheduling plans to meet business unit goals and objectives.

Positions on this level are fully proficient in executing established standards. Works independently within set frames and follows set course.

Qualifications :

•Has a knowledge base typically acquired from a professional/university degree and

•1-2 years of practical professional experience in a particular area. Develops own knowledge, shares best practice and develops relevant/appropriate solutions. Positions at this level are expected to continuously improve the day-to-day activities/processes

Role

Manager -Customer Service

Timings

Night Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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