Workforce Management Scheduler

About the role

The Workforce Scheduler maintains hiring plans, develops rolling forecasts, generates schedules and keeps rosters on a weekly basis. The role balances the staffing levels needed by each supported program to meet client metrics with internal productivity goals. It is based in Pasig, with occasional travel to other sites.

Key responsibilities

• Maintain hiring plans, develop rolling forecasts and generate weekly schedules and rosters
• Collect and normalize historical data (call volume, AHT, service level, shrinkage) for trending, including patterns and abnormal occurrences
• Standardize trending methods and customize formulas by program; involve clients in trending
• Predict baseline volume, AHT and shrinkage for a 13-month rolling period at weekly level, consulting clients, support teams and operations, and review the forecast monthly
• Take part in hiring plan meetings covering headcount, skill-set assignments, training attrition, learning curves and scheduling impacts on FTE
• Document assumptions, concerns and issues raised in meetings; feed forecast data into the hiring plan file
• Provide input to budget planning and resource planning

Required profile

• Bachelor's or associate degree (any field) or equivalent work experience
• At least 1 year of experience in forecasting and resource planning in a call center
• At least 1 year of intraday management experience
• Permanent graveyard shift and willingness to work in Pasig with occasional travel

Required skills

• Advanced MS Office, especially Excel, and WF tools such as IEX and CMS
• Manual scheduling and forecasting
• Problem-solving, analytical, communication and organizational skills