Duties and Responsibilities:
Ensures that resources are used efficiently and effectively across an organization. Their responsibilities include:
Forecasting & Scheduling:
• Develop accurate staffing forecasts and create employee schedules to meet service level goals.
• Adjust schedules in real-time to maintain coverage and meet performance targets.
Resource Allocation:
• Allocate resources effectively across teams to optimize productivity.
• Ensure proper management of employee availability, including time-off requests and absences.
Reporting & Analysis:
• Monitor and report on workforce performance, including KPIs like utilization and adherence.
• Analyze data to improve scheduling accuracy and operational efficiency.
Collaboration:
• Coordinate with operations and HR teams to align staffing with business needs.
• Communicate schedule changes and updates to agents.
Time-Off & Shift Management:
• Manage time-off requests and shift swaps while ensuring adequate coverage.
Process Improvement:
• Continuously improve workforce management processes to boost efficiency and performance.
Compliance:
• Ensure schedules comply with labor laws and company policies. • Maintain accurate records for audit and compliance purposes.
Issue Resolution:
• Address staffing issues in real-time and implement contingency plans during emergencies.
Qualifications:
• 4+ years of WFM experience in Scheduling and Planning (Forecasting is a plus).
• Proficient in WFM tools like IEX and Verint.
• Advanced Excel skills required. • Experience with Python, R, VBA, or Macros is a plus.
• Strong knowledge of operational activities across phone, email, chat, and social media.
• Experience in contact center forecasting and scheduling is essential.
• Clear communication for client and stakeholder management.
• Graduate in Mathematics, Science, Statistics, or related fields.
• Collaborative team player and capable individual contributor.
• Skilled in MS Office (Word, PowerPoint, Outlook).
Ensures that resources are used efficiently and effectively across an organization. Their responsibilities include:
Forecasting & Scheduling:
• Develop accurate staffing forecasts and create employee schedules to meet service level goals.
• Adjust schedules in real-time to maintain coverage and meet performance targets.
Resource Allocation:
• Allocate resources effectively across teams to optimize productivity.
• Ensure proper management of employee availability, including time-off requests and absences.
Reporting & Analysis:
• Monitor and report on workforce performance, including KPIs like utilization and adherence.
• Analyze data to improve scheduling accuracy and operational efficiency.
Collaboration:
• Coordinate with operations and HR teams to align staffing with business needs.
• Communicate schedule changes and updates to agents.
Time-Off & Shift Management:
• Manage time-off requests and shift swaps while ensuring adequate coverage.
Process Improvement:
• Continuously improve workforce management processes to boost efficiency and performance.
Compliance:
• Ensure schedules comply with labor laws and company policies. • Maintain accurate records for audit and compliance purposes.
Issue Resolution:
• Address staffing issues in real-time and implement contingency plans during emergencies.
Qualifications:
• 4+ years of WFM experience in Scheduling and Planning (Forecasting is a plus).
• Proficient in WFM tools like IEX and Verint.
• Advanced Excel skills required. • Experience with Python, R, VBA, or Macros is a plus.
• Strong knowledge of operational activities across phone, email, chat, and social media.
• Experience in contact center forecasting and scheduling is essential.
• Clear communication for client and stakeholder management.
• Graduate in Mathematics, Science, Statistics, or related fields.
• Collaborative team player and capable individual contributor.
• Skilled in MS Office (Word, PowerPoint, Outlook).
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Lumina Datamatics Corporation
About the company
Position wfm resource Planner recruited by the company Lumina Datamatics Corporation at Cebu, Cebu, Joboko automatically collects the salary of , finds more jobs on WFM Resource Planner or Lumina Datamatics Corporation company in the links above
About the company