wfm s chedulerIBEX Global

OverviewThe Workforce Scheduler is responsible for maintaining the hiring plans, developing rolling forecasts, generating schedules, maintaining rosters, and the like on a weekly basis. The focus is to provide guidance on staffing levels needed by each program he supports to achieve all client metrics while balancing it with internal productivity goals.ResponsibilitiesHistorical File:
Mechanize the collection of all historical data for trending - call volume, AHT, Service Level and shrinkage factors. Trending needs to be provided down to the interval level.
Normalize historical data for abnormal occurrences but document for trending that can be used to manage similar future situation
Trending:
Standardize the methods to be used for trending call volume, AHT, service level and Shrinkage
Customize the formulas by program as to historical data to be used for trending (4 weeks prior, 3 months prior, etc) Mechanize tools for identifying patterns that can be used for forecasting.
Document the details behind the data to ensure we are able to accurately forecast into the future.
Know the business and the forecasted industry trends
Involve client in trending exercise
Forecasting:
Based on trend, predict the baseline volume, AHT and shrinkage factors for a 13-month rolling period at a weekly level. Consult with all areas that could impact any of the components to forecasting - client (Marketing, R&D, Budget restrictions), Support Teams (Training, Recruitment, IT and Telecoms, etc.) and Operation (Site Director and/or OMs)
Review with Operations the full 13-month forecast at least once a month.
During ramp or when targets are not being met a weekly or biweekly meeting is required
WFM to document all assumptions, concerns and issues discussed at meetings
During Hiring plan meetings the following items will be discussed:
Program headcount to determine weekly production attrition rates
Skill set assignment (on Multi Skilled programs)
Hiring status of planned additional headcount
Headcounts of ongoing training classes to determine training attrition rates
Duration of Abay, on-phone time and status of Abay agents
Learning curve impacts (increase in AHT due to new hires)
Assess impacts of scheduling method on FTE requirements (team-based, paired days off etc
Operations to provide final approval on assumptions used
Forecast data will be fed into the hiring plan file
Resource Planner to provide Vacation/PTO allotments
Develops input to budget planning process
QualificationsREQUIREMENTS:
Bachelor's /Associate Degree (any field) or equivalent work experience
At least 1 year experience specializing in Forecasting and Resource Planning in a call center environment
At least 1 year Intraday management experience
Willing to work in permanent graveyard shift
Willing to be assigned in Pasig and open for ocassional travel to different sites
Knowledge
Advanced knowledge in MS Office (especially MS Excel and relevant WF tools such as IEX and CMS).
Knowledge in problem solving processes
Manual Scheduling
Skills
Strong communication skills
Above average reporting skills
Excellent analytical skills
Must possess effective organizational skills and time management skills
Abilities
Ability to work on several projects simultaneously
Ability to come up with sound and accurate decisions in any given circumstance
Ability to exhibit professionalism
Demonstrated ability to work with a team
Demonstrated ability to communicate effectively and professionally with internal and external associates
Ability to work independently with minimal supervision, meeting multiple deadlines in a high pressure environment.
IBEX Global

Manila City, Metro Manila Paranaque City, Metro Manila
Permanent
Full-time