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Workforce Management Scheduler

Gratitude Inc
67 Views
4 days ago

Workforce Management Scheduler

1-3 Year(s)
25 - 35 Thousand p.m
Cebu Central Visayas (Cebu City)
Cebu Central Visayas (Cebu City)

Job Description

Key Skills

Management Workforce Management Team Lead BPO Setup WFM Scheduler

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

Job title: Workforce Management Scheduler



Work setup: Onsite in Cebu



Work Schedule: Shifting Schedule



Salary: Php 22,000 – Php 34,000 package



Start date: Immediately



 



Workforce Management Scheduler to join our team. The ideal candidate will play a crucial role in



optimizing data management and information flow within the organization, ensuring accuracy,



efficiency, and timely reporting.



Basic Functions



•Generates schedules accordingly to meet the business requirements enabling superior



customer service



• Adjust the schedules accordingly based on the actual scenarios and provide overtime



requirements/voluntary time off to ensure efficient and effective staffing



•Monitors the queue in real-time while tracking, documenting, and communicating agent activity



on 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 and



timeliness of data



Essential Functions



• Regularly performs volume and performance analysis and proactively communicates possible



impacts to business



•Supports management with all necessary reports and planning models to facilitate the



process of decision-making



•Monitors actual activities and compares it to plan and makes recommendations for immediate



changes



•Staff the appropriate number of agents at the proper time based on recent/historical capacity



drivers



•Ensures that pre-planned activities are being scheduled in advance and communicated



effectively 



• Adjust the schedules accordingly based on the actual scenarios and provide overtime



requirements/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 on



the actual staffing



•Executes skill change and reallocation requests and initiatives



•Provides recommendations in case of understaffing/overstaffing



•Act as the first point of contact for any escalations, outages, system issues, or any other



production impacting situations



•Maintains confidentiality relative to the organizational strategies, objectives, and practices



Qualifications:



•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 individuals



at various levels



•Ability to effectively prioritize workload in a fast-paced, real-time, and frequently changing



environment 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 goals



and solve problems



•Flexible and willing to work in shift schedules

Role

WFM

Timings

Day Shift (Permanent)

Industry

IT-Software / Software Services

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.

MyGlit Jobs |  Jobs |   Workforce Management Scheduler in Mumbai & Delhi

Rhoda Samolatunji

Recruiter - Gratitude Inc

NA, nigeria

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