Position Details: Planner/Scheduler

Location: Paranaque, Metro Manila
Openings: 1
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

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