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Workforce Scheduler

Visaya KPO
Makati, Philippines
July 29, 2021


Position: Workforce Scheduler

Duties and Responsibilities:

-Manages day-to-day forecasting and scheduling for assigned accounts

-Establish baseline for forecast vs actual stats

-Manages stats history for comparison and planning

-Provides clear communication of the forecasted workload and required headcount to upper management

-Appropriately forecast and account for growth on a daily, weekly, monthly, seasonal and yearly basis (including holidays) Responsible for updating the stats in the WFM tool

-Gathers data to understand the key drivers of volume and incorporate it into forecasting and planning

-Coordinate with analysts to calibrate data and recommendations to senior management

-Leads in building staffing strategies that support, multi-skilled, multi-site agents


-At least 6 months experience as a scheduler/planner in a BPO

-Knowledge in data translation

-Familiarity with workforce tools

-Client-facing experience

-Expertise in basic BPO SLAs

-Attention to detail

-Can work independently

-Ability to logically structure analytical framework to solve practical problems or design new processes

-Exposure to sales environment in a call center with aggressive service level goals

Familiarity with telephony systems and call center technology and vocabulary