Workforce Management Scheduler

GLOBAL PAYMENT HOLDING COMPANY

Quezon City, Philippines
Agent scheduling & roster management
Short-term forecasting & analysis
Wfm software utilization
Develop and publish optimized shift schedules for contact center agents based on demand forecasts and staffing requirements

Job Summary

  • Develop and publish optimized shift schedules for contact center agents based on demand forecasts and staffing requirements.
  • Develop intraday and daily volume, handle time, and staffing forecasts using historical data and recent trends.
  • Partner closely with Real Time Analysts and long-term Forecaster/Capacity Planner to ensure effective schedule execution and alignment with strategic plans.

Matching Summary

Develop and publish optimized shift schedules for contact center agents based on demand forecasts and staffing requirements.

Skills & Requirements

Must-have

  • Agent Scheduling & Roster Management
  • Short-Term Forecasting & Analysis
  • WFM software utilization
  • Contact Center/BPO environment experience
  • Microsoft Excel for analysis

Nice-to-have

  • Attention to detail
  • Effective communication skills
  • Dynamic and fast-paced environment
  • Call center metrics understanding

Key Requirements

  • 2+ years as Scheduler or Resource Planner
  • Advanced WFM software proficiency
  • High proficiency in Microsoft Excel

Work Rights

Not specified

Tailored Resume

Cover Letter