Position Title:
WFM Analyst II/Scheduler (PHL)
Shift:
7:00 PM to 4:00AM (Philippines)
Job Description:
Responsible for performing both real-time analysis and scheduling functions as determined by current business need.
Primary duties may include, but are not limited to:
- Performs real-time analysis duties to ensure service levels are met.
- Monitors call volume demand in real time and flexes workforce accordingly.
- Ensures that the best possible call center service levels are achieved to maximize utilization.
- Monitors call volume and average speed of answer (ASA) in real time & adjusts schedules to ensure consistent service is maintained.
- Designs and manages an efficient staff scheduling system for short-term future needs which includes the development of shift requirements and paid time off (PTO) planning.
- Determines how to best distribute the staff to meet projected call volumes.
- Analyzes historical patterns to determine nature, variance, and seasonality of call arrival patterns.
- Utilizes shift schedule templates to determine shifts.
- Creates shift schedules in WFM system.
- Develops a set of priority rules that will govern how shifts are assigned.
- Establish a set of scheduling resources and monitoring systems to manage schedule administration, communication and to track performance.
Requires a BA/BS degree in Business, Statistics or related field; 2 years call center operations experience; or any combination of education and experience, which would provide an equivalent background. 2 years of real-time management experience in a centralized call center environment preferred.
Working knowledge using WFM management tools preferred.