Location: | Paranaque, Metro Manila |
Openings: | 1 |
Salary Range: | Php 91,000 to Php 138,000 |
Description:
Overview of duties and responsibilities
Owns Forecasting process
Owns Long-term planning process
Oversee Short-term planning process
Oversee Schedule Adherence Management
Intraday Performance Reporting and Solutions Management
Peak Seating Management
Learning and Development of the Planning Team
Responsible in improving Planning and Scheduling processes across Customer Ops teams, and proper documentation
Process Improvement (where it applies, i.e. break schedules, shrinkage management, etc.)
Performs analysis to identify root cause of declined/missed performance and recommend mitigation actions through planning and scheduling
Responsible for HR related deliverables of the Planners, i.e. hiring and disciplinary issues, performance reviews, regularization, etc.
Oversees Planning Team coverage across sites
Acts as the secondary point of escalation for issues/concerns of Operations related to Workforce and Reporting Management
Requirements
Bachelor’s Degree focus in Information Systems/Statistics/Math preferred
Prior experience in a BPO or Shared Service Centre
5+ years of experience on Real-Time Monitoring, Reporting and Planning
2+ years of supervisory or managerial role
Solid background on WFM policies and procedures
Excellent verbal and written English communication skills
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