Scheduling AnalystTranscom Worldwide Philippines, Inc.

Description:
This position will be responsible in 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:
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 short term 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 back up and campaign Point of Contact.
Requirements:
Job Specifications (Qualifications, Skills and Experience)
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 & scheduling using Verint system
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.
Salary: ₱30000 - ₱35000
Address: Transcom Center Building Las Fiestas Road Frontera Verde Compound Pasig City, Metro Manila
How to Apply: Apply at Bossjob!
Transcom Worldwide Philippines, Inc. Transcom is a global customer experience specialist, providing customer care, sales, technical support and credit management services through our extensive network of contact centers.
We have 30,000 customer experience specialists spread out at 70 contact centers across 28 countries, delivering services in 33 languages (including Filipino) to over 350 international brands in various industry verticals.
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.
Transcom Philippines
Transcom Worldwide Philippines, Inc. is a global customer experience specialist with more than 9,000 customer service representatives or CSR, technical support representatives or TSR, and corporate support specialists spread across its 5 sites in the country, and delivering to international brands in various industry verticals.
The Philippines is home to the ROHQ of Transcom's Global English Region which oversees businesses in the Philippines, United States, Canada, and the United Kingdom. In April 2018, the ROHQ moved from the 6th floor of Cyberscape Alpha in Ortigas Center to its new location in EDSA.
Transcom has been in the Philippines since 2007. We currently have facilities located in Pasig, Mandaluyong, Iloilo and Bacolod.
Transcom is a global employer in an industry that depends upon strong, resourceful, talented people. We are where your customers are. We are a results focused company. Your progress will be determined by your talent and your contribution to the success of your team and our business.
In return for commitment, hard work and talent, we offer competitive salaries and benefits, high quality training and opportunities to forge a career in a progressive, client focused business.
Our goal is that every employee becomes their own best motivator, and that management's role in this area is to foster a culture of motivation that is effective in the long term.
Our Vision
Making life simpler by creating smarter people experiences
Our Mission
We are the voice of our clients
- A global service partner who combines passionate human talent with intelligent technology to create smarter people experiences
Our Value Proposition
Passionate about creating smarter people experiences every day
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Transcom Worldwide Philippines, Inc. Transcom is a global customer experience specialist, providing customer care, sales, technical support and credit management services through our extensive network of contact centers.
We have 30,000 customer experience specialists spread out at 70 contact centers across 28 countries, delivering services in 33 languages (including Filipino) to over 350 international brands in various industry verticals.
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.
Transcom Philippines
Transcom Worldwide Philippines, Inc. is a global customer experience specialist with more than 9,000 customer service representatives or CSR, technical support representatives or TSR, and corporate support specialists spread across its 5 sites in the country, and delivering to international brands in various industry verticals.
The Philippines is home to the ROHQ of Transcom's Global English Region which oversees businesses in the Philippines, United States, Canada, and the United Kingdom. In April 2018, the ROHQ moved from the 6th floor of Cyberscape Alpha in Ortigas Center to its new location in EDSA.
Transcom has been in the Philippines since 2007. We currently have facilities located in Pasig, Mandaluyong, Iloilo and Bacolod.
Transcom is a global employer in an industry that depends upon strong, resourceful, talented people. We are where your customers are. We are a results focused company. Your progress will be determined by your talent and your contribution to the success of your team and our business.
In return for commitment, hard work and talent, we offer competitive salaries and benefits, high quality training and opportunities to forge a career in a progressive, client focused business.
Our goal is that every employee becomes their own best motivator, and that management's role in this area is to foster a culture of motivation that is effective in the long term.
Our Vision
Making life simpler by creating smarter people experiences
Our Mission
We are the voice of our clients
- A global service partner who combines passionate human talent with intelligent technology to create smarter people experiences
Our Value Proposition
Passionate about creating smarter people experiences every day
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Pinoyjobs

Pasig City, Metro Manila
Permanent
Full-time