Workforce Scheduler

Details of the offer

Key Responsibility Areas: Prepares optimal shift schedules with breaks and generate rosters with minimum understaffing/overstaffing. Generates interval level staffing plans using the forecasts, SLAs and other assumptions. Generates interval level forecasts for transaction volume, AHT and shrinkage with minimum variance with the actual values using prepared historical data Plan team activities such as meetings, trainings, and coaching sessions Coordinate with Service delivery Reconcile employees listed in PeopleSoft with available employees for preparing weekly schedules in calibration with anticipated performance Demonstrate leadership skills; be able to take the lead in making improvements and resolving issues Our most successful candidates will have: At least two years of experience as a Scheduler Experience with applications such as CMS Avaya Supervisor/ eWFM /IEX Strong knowledge of MS-Excel Good verbal and written communication skills Ability to communicate / present with various levels of stakeholders Good knowledge of WFM conceptsGood analytical skills Knowledge of multi skill / site / vendor scheduling scenarios with experience of handling omni channel programs would be an added advantage People management skills and experience Non-negotiable Qualifications:Good comms and good to excellent excel skillsHas experience yet on creating full blown schedule shellsTool knowledge on using NICE IEX tool. Work Location: Taguig


Nominal Salary: To be agreed

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