Position Details: Planner/Scheduler

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

Requirements

• 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