WFM Scheduler - Hybrid (Paranaque/Pasig/Bohol)
Overview
The Workforce Scheduler is responsible for maintaining the hiring plans, developing rolling forecasts, generating schedules, maintaining rosters, and the like on a weekly basis. The focus is to provide guidance on staffing levels needed by each program he supports to achieve all client metrics while balancing it with internal productivity goals.
Responsibilities
Historical File:
- Mechanize the collection of all historical data for trending – call volume, AHT, Service Level and shrinkage factors. Trending needs to be provided down to the interval level.
- Normalize historical data for abnormal occurrences but document for trending that can be used to manage similar future situation
Trending:
- Standardize the methods to be used for trending call volume, AHT, service level and Shrinkage
- Customize the formulas by program as to historical data to be used for trending (4 weeks prior, 3 months prior, etc) Mechanize tools for identifying patterns that can be used for forecasting.
- Document the details behind the data to ensure we are able to accurately forecast into the future.
- Know the business and the forecasted industry trends
- Involve client in trending exercise
Forecasting:
- Based on trend, predict the baseline volume, AHT and shrinkage factors for a 13-month rolling period at a weekly level. Consult with all areas that could impact any of the components to forecasting - client (Marketing, R&D, Budget restrictions), Support Teams (Training, Recruitment, IT and Telecoms, etc.) and Operation (Site Director and/or OMs)
- Review with Operations the full 13-month forecast at least once a month.
- During ramp or when targets are not being met a weekly or biweekly meeting is required
- WFM to document all assumptions, concerns and issues discussed at meetings
- During Hiring plan meetings the following items will be discussed:
- Program headcount to determine weekly production attrition rates
- Skill set assignment (on Multi Skilled programs)
- Hiring status of planned additional headcount
- Headcounts of ongoing training classes to determine training attrition rates
- Duration of Abay, on-phone time and status of Abay agents
- Learning curve impacts (increase in AHT due to new hires)
- Assess impacts of scheduling method on FTE requirements (team-based, paired days off etc
- Operations to provide final approval on assumptions used
- Forecast data will be fed into the hiring plan file
- Resource Planner to provide Vacation/PTO allotments
- Develops input to budget planning process
Qualifications
REQUIREMENTS:
- Bachelor’s /Associate Degree (any field) or equivalent work experience
- At least 1 year experience specializing in Forecasting and Resource Planning in a call center environment
- At least 1 year Intraday management experience
- Willing to work in permanent graveyard shift
- Willing to be assigned in Pasig and open for ocassional travel to different sites
- Advanced knowledge in MS Office (especially MS Excel and relevant WF tools such as IEX and CMS).
- Knowledge in problem solving processes
- Manual Scheduling
Skills
- Strong communication skills
- Above average reporting skills
- Excellent analytical skills
- Must possess effective organizational skills and time management skills
Abilities
- Ability to work on several projects simultaneously
- Ability to come up with sound and accurate decisions in any given circumstance
- Ability to exhibit professionalism
- Demonstrated ability to work with a team
- Demonstrated ability to communicate effectively and professionally with internal and external associates
- Ability to work independently with minimal supervision, meeting multiple deadlines in a high pressure environment.
Company profile
IBEX Global Solutions
Solutions for Global Business Needs
Delivering superior customer services for over 10 years, IBEX Global is a business process outsourcer offering an integrated suite of services that supports an expansive array of customer facing solutions.
Headquartered in Washington, DC. IBEX Global delivers onshore, near shore and offshore solutions in 5 countries, across 18 call centers employing over 7000+ customer service professionals. The recipient of several client and community awards such as the Goodwill Industries Employer of the Year, IBEX Global is one of the most forward thinking companies in the BPO industry.
Capitalizing on Our Core Strengths
Our singular focus is providing reliable, consistent, predictable performance. Our outstanding employees manage worldwide customer relationships on behalf of our business partners and deliver these customer experiences with a combination of passion, world class training and leading-edge technology. We stand by core organizational values that have helped us deliver our value proposition to global companies for over 10 years.
At IBEX Global our mission is to build the industry’s most dynamic team of customer service and marketing associates and deliver cost-effective, high-impact customer management strategies to the world’s leading organizations.
We believe that we will successfully execute our mission by capitalizing on our core strengths and adhering to key organizational initiatives:
INTEGRITY
Our integrity ensures our credibility. Honor your commitments and take ownership of your actions. Our words and deeds are truthful and reliable.
RESPECT
Treat others the way we want to be treated and create a culture of mutual appreciation, regard and value. Act towards others with dignity and help one another succeed.
TRANSPARENCY
Clear, candid and open communication must drive all interactions. Transparency makes our actions understood, creates reliability and fosters collaboration. We maintain and encourage straightforward dialogue with our employees, clients and stakeholders.
EXCELLENCE
Strive for excellence in all that we do. Take great pride in your work as each employee’s contribution is vital towards delivering exceptional customer service to our clients. Provide this extraordinary experience and reward superior performance.
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