workforce Planning and forecast specialistContinuum Global Solutions

Location : Mandaluyong (1555) -
Salary : Competitive
Type : Permanent
Main Industry :
Job ID : 105622368
Advertiser :
Posted On : 21 November 2020 21/12/2020
Do you have 4+ years of workforce planning experience at a BPO? Are you looking for a promising career at a growing, global organization? We have immediate openings for Workforce Planners who will create tactical forecasts for multiple business lines/call types, to ensure optimized staff schedules that align with transaction volume while minimizing Apply today to discuss this great career opportunity with us!
FORECASTING AND CAPACITY PLANNING
-Develop and maintain a capacity plan using quantitative model created sufficiently far in advance to provide time to recruit and train new staff while determining number of required staffing to handle predicted number of transactions.
-Maintain historical data and analysis to understand further program's historical volume, transaction handle time, and shrinkage and develop forecast for each assisted channel transactions handled (e.g., Inbound, and outbound calls, email, chat, social media)
-Performs other duties assigned related to Forecasting and Capacity Planning.
SCHEDULING
-Responsible for creating schedule staffing to meet expected program's transaction volumes to provide sufficient staffing available to achieve speed of answer targets while minimizing cost.
-Analyze and calculate number of staffing required per day to interval and create schedules that minimize variation between number of staff require vs actual while considering Service Level and Efficiency.
-Evaluate scheduling and work practices procedures regularly to enhance scheduling process and minimize variation between number of staff require vs actual.
-Responsible in fine tuning initial schedules prior to actual week to optimize the schedules against the requirement to minimize schedule deviation and schedule inefficiency.
-Schedule off phone activities such as meetings, trainings, coaching, and agent time off based on analysis of intraday performance to ensure service levels goals and other business needs are met.
-Performs other duties assigned related to Scheduling
NEAR TERM FORECASTING
-Create accurate near-term tactical forecasts for multiple lines of business and various customer contact channels (e.g., Inbound, and outbound calls, email, chat, social media).
-Work closely with Operations and WFM Real-Time Management team to ensure agent schedules are appropriate aligned to meet intraday service level goals.
REQUESTS PROCESSING & DATA MANAGEMENT
-Processing and approval of tickets and requests via IEX / IEX Webstation or any other WFM ticketing tool from Operations regarding (preferred) changes to the published schedules.
-Maintain and adjust agent profile and configuration in the WFM tool. (e.g., IEX, Blue Pumpkin, eWFM)
REQUIRED EDUCATION AND EXPERIENCE
-Minimum High School Diploma - post secondary education preferred.
-4+ years of experience in workforce planning/forecasting within a BPO
-Proven Analytical abilities
-Strong math aptitude
-Excellent communication skills
-Advance level proficiency in Microsoft Excel and other WFM tools
BENEFITS & PERKS:
-Competitive Salary up to PHP 600,000 - 900,000 (based on experience)
-Rice Allowance
-Stable Full-Time Employment
-Opportunities for Career Advancement
-Insurance & Other Company Benefits
-Fun, Healthy Work Environment
About Continuum Global Solutions, LLC
Continuum Global Solutions' customer care services and call centers have been embraced by top companies worldwide. The company's Fortune-500 clients rely on its vast expertise in customer care management. Continuum Global Solutions leverages world class voice, chat, email, and social technologies. Continuum has more than 16,000 employees in major international markets and serves tier-1 clients across multiple industry verticals. More information can be found at
continuumgbl.
Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation,disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws. Individuals with disabilities in need of a reasonable accommodation or compete for employment with Continuum Global Solutions or one of its subsidiaries may request such accommodation(s) by sending an e-mail to
LOA.AccommodationsContinuumgbl. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.
Continuum recruiting correspondence will always come from a talent acquisition representative with an official continuumgbl e-mail address. In addition, our representatives will never ask for any form of payment from a new hire or candidate. Please report suspicious activity to
Corporate.Securitycontinuumgbl.
Tiptopjob

Mandaluyong City, Metro Manila
Permanent
Full-time