WORK LOCATION: Taguig
WORK SCHEDULE: Shift timings 8:30 PM - 5:30 AM MNL mostly | Monday - Saturday | Should be open for rotational shifts as and when required
As a Workforce Management (WFM) Forecaster and Planner, you will play a critical role in ensuring operational efficiency and optimal staffing levels to meet patient service demands. This role requires strong analytical abilities, forecasting skills, and the capability to collaborate effectively with various functions to achieve organizational goals.
*Required Skills and Qualifications:
- Bachelor's Degree in Mathematics, Statistics, Operations Research, and/or Business Administration
- Proven experience (at least 3 years) in workforce management, with a focus on forecasting and scheduling in a contact center environment, preferably in healthcare or patient services
- Experience with IEX workforce management software is a must. Knowledge on Verint, Genesys, Aspect, or similar is a plus
- Advanced Proficiency in Microsoft Excel or similar tools for data analysis and reporting
- Excellent communication skills with the ability to present complex data in a clear and concise manner to stakeholders at all levels
- Assist in training and mentoring junior team members on WFM processes, forecasting techniques, and scheduling best practices
- Knowledge of healthcare industry regulations and compliance considerations related to workforce management
- Strong understanding of forecasting techniques (without relying on tools), statistical analysis, and methodologies applicable to call center operations
- Strong analytical and problem-solving skills with the ability to interpret data and trends, diagnose issues, and propose effective solutions
- Detail-oriented with a focus on accuracy and continuous improvement
- Ability to work independently and manage multiple priorities in a fast-paced environment
*Key Responsibilities:
- Utilize analytical techniques to forecast call volumes, chat interactions, and other patient service contacts accurately.
- Develop and maintain forecast models that incorporate seasonality, promotions apart from historical data, trends, and external factors impacting patient service demand.
- Continuously improve forecasting models and methodologies based on performance analysis and industry best practices.
- Prepare Agent Schedules and recommend staffing adjustments and scheduling optimizations based on forecasted volumes and business needs.
- Monitor real-time data and make adjustments to staffing schedules to ensure service level targets are met.
- Conduct scenario analysis to prepare for contingencies and optimize resource allocation during peak periods or unexpected events.
- Generate daily, weekly, and monthly reports on forecast accuracy, staffing utilization, and other key performance indicators (KPIs).
- Analyze historical data and performance metrics to identify trends and opportunities for process improvement.
- Prepare regular reports and presentations on forecast accuracy, staffing efficiency, and operational performance.
- Collaborate with Operations, HR, and Training teams to understand staffing requirements and optimize workforce deployment.
- Support strategic workforce planning initiatives to align staffing resources with long-term business objectives.
- Work closely with India and Manila HR to ensure staffing plans adhere to labor regulations and optimize workforce efficiency
