Deskripsi Pekerjaan
Are you a detail-oriented professional with a passion for workforce optimization? Transcom is seeking a skilled Scheduling Analyst (For Pooling) to join our dynamic team in Pasig City. In this pivotal role, you will play a crucial part in maintaining the integrity and efficiency of our scheduling operations, ensuring that our agents have accurate and optimized schedules to deliver exceptional customer experiences.
As a Scheduling Analyst, you will bridge the gap between operational needs and workforce management. You will be responsible for the end-to-end maintenance of rosters, handling complex pooling requests, and ensuring our scheduling systems are up-to-date. If you thrive in a fast-paced BPO environment and enjoy solving logistical challenges to improve team productivity, we want to hear from you.
Transcom offers a competitive benefits package and a supportive work culture focused on employee growth and well-being. Join us and help us set the standard for customer experience excellence.
Tanggung Jawab
- Manage and maintain agent rosters and schedules to ensure optimal coverage and adherence to business needs.
- Process and validate shift swaps, leave requests, and pooling requests in a timely and accurate manner.
- Perform regular system and roster maintenance to ensure data accuracy within the scheduling software and HR systems.
- Analyze forecasting data and volume trends to propose schedule adjustments that improve efficiency and agent satisfaction.
- Collaborate with the Workforce Management team to resolve scheduling conflicts and staffing gaps.
- Ensure all scheduling activities comply with Transcom's policies, labor laws, and operational standards.
- Monitor system performance and troubleshoot minor technical issues related to scheduling tools.
Kualifikasi
- Bachelor's Degree in Business Management, Human Resources, or a related field is preferred.
- 1-2 years of experience in workforce management, scheduling, or a call center environment.
- Strong proficiency in Microsoft Excel (pivot tables, vlookups) and Google Sheets.
- Excellent attention to detail and strong organizational skills.
- Excellent verbal and written communication skills in English.
- Ability to work independently and handle multiple priorities in a fast-paced setting.
- Familiarity with scheduling tools or workforce management software is a plus.