scheduling Analyst | pasig siteTranscom Worldwide

This position will be responsible for maintaining optimized and accurate schedules as well as system and roster maintenance. They will support and create short terms plans based on their analysis and recommendations from the Long Term Strategic Planners. Will provide guidance to the Real Time Analysis team ensuring all pre planned activities are met and optimized. Responsible for minimum 1-week look ahead for short term planning and schedule management.
Essential Duties & Responsibilities: Percent of Time
➢ Scheduling Governance
Responsible creating, maintaining, processing, accommodating and managing schedule bids, adjustments, assignments and swaps
Generates, presents and publishes Intraday Performance files for RTA and operations guidance and provides recommendations for overtimes and staff downs
Pre plots off phone activities and provide support for operations initiatives
Publishes 7-day rolling deviation for staffing guidance (file creation only) reflecting any changes in the roster
Vacation leave tracker/calendar maintenance and governance
➢ Roster and System Management and Maintenance
Maintains and publishes campaign's master roster and attrition file
EWFM, CMS and all WFM related system profile creation, maintenance and providing the correct security profiles/accesses
Aligns master roster file, EWFM and SAP roster and ensure all statuses and information are correct and accurate
➢ Campaign Performance Management
Supports the overall performance of the program as aligned to the financial, servicing, and delivery targets on a shortterm planning perspective.
Ensure that schedules are published on time or provide the necessary communications on delays and turnaround time.
Drives consistency with adherence to WFM SOP.
➢ Teamwork and Collaboration
Maintains an open communication with all departments ensuring all WFM impacting and related initiatives are supported and properly guided
Provides guidance and coordination with the realtime team to ensure plans and initiatives are being driven and followed through
Act as Workforce Supervisor backup and campaign Point of Contact
Additional Specific Duties & Responsibilities:
➢ Hold a high level of morale.
➢ Provide feedback to Corporate Governance on ideasfor improving standards and processes.
➢ Commit to Transcom objectives.
➢ See yourself as a support function, the principle of service and support is one of your internalised values.
Educational Background:
➢ University degree or equivalent higher qualification
Work Experience:
➢ Minimum 1 year experience in forecasting and scheduling preferably using Excel and Erlang.
➢ Minimum of 2 years as a real time analyst managing and supporting a campaign
➢ System Knowledge Requirement: extensive background in RTA and scheduling in at
least 2 WFM System (eWFM, Verint, IEX, Teleopti, Genesys)
➢ Additional Requirements: extensive knowledge and experience in schedule and roster management and supporting more than 2 lines of businesses or 2 sets of IDPs with different KPI requirements.
Skills Requirements:
➢ Strong skills in using Excel to create and maintain historical data and forecasting models.
➢ Applied knowledge of predictive statistics will be a strong advantage.
➢ Knowledge of inbound call center environment is preferred.
➢ Actuarial/Statistics/Math background will be an advantage.
Competencies
1. Organizational Awareness
2. People Leadership
3. Customer- Centric
4. Goal- Orientation
5. Quality Orientation
6. Analytical Thinking & Problem Solving
7. Integrity
8. Expertise Skills
9. Adaptability
10. Communication
11. Generating Vision
Entry Level / Junior, Apprentice Customer Service Business Process Outsourcing 1 opening Bachelor's degree graduate
Transcom is a global customer experience specialist, providing customer care, sales, technical support and credit management services through our extensive network of contact centers and work-at-home agents.We know that your customers are the lifeblood of your business, which is why delivering outstanding customer experiences is the lifeblood of ours. Transcom's business is to help make sure that your customers form positive perceptions of their interactions with you. We do this not only by providing excellent customer service, but also by putting what we learn to work for you.Customer experience is the culmination of many great customer interactions over time. By analyzing these interactions, across a variety of channels and customer touch points, we generate insights that help you adapt your offerings and improve how your customers think and feel about your brand. And their decision to stay with you, buy more from you, and tell others about you, is what keeps your business growing.We are 29,000 customer experience specialists at 57 contact centers across 24 countries, delivering services in 33 languages to over 400 international brands in various industry verticals. We are where your customers are. Whether onshore, offshore or near shore, we are uniquely focused on delivering outstanding customer experiences, driving satisfaction, brand loyalty and additional sales while also adding insights and value to our clients' business operations.
Kalibrr

Pasig City, Metro Manila
Permanent
Full-time