|Location:||Paranaque, Metro Manila|
|Salary Range:||Php 26,000 to Php 39,00|
Overview of duties and responsibilities
In-charge for short-term intraday forecasting for Volume and Average Handling Time
In-charge for Shrinkage and Attrition trending
Responsible for short-term planning and scheduling for Operations
Responsible for processing all scheduling requests included in the scheduling policies
Responsible in maintaining schedules in the Payroll system and internal scheduling files for Operations
Responsible for weekly intraday plan discussion with internal and external stakeholders
Recommends strategic and tactical staffing mitigations
Maintains WFM HC file
Partners with Real-Time Analysts in making sure intraday plan is executed as planned, and review with Reporting Analysts to identify Areas for Improvement
Continuous improvement on the intraday plan process
Bachelor’s Degree focus in Information Systems/Statistics/Math preferred
Prior experience in a BPO or Shared Service Centre
At least 3 years of experience on Real-Time Monitoring, Reporting and Planning
Solid background on WFM policies and procedures
WFM platforms, i.e. Aspect, Avaya CMS, IEX, etc.
Solid Scheduling background
Mid to advance MS Excel skills, i.e. Macro programming, VBA functions, etc.
MS Visio background for flowcharts and program schemas
Basic to advance knowledge on contact centre KPIs, i.e. SLA, Abandonment, PCA, etc.
Data mining skills