Deskripsi Pekerjaan
Are you a detail-oriented professional with a passion for data-driven planning and operational excellence? Teleperformance is looking for a skilled WFM Scheduler to join our dynamic team in Davao. In this pivotal role, you will be the backbone of our workforce management operations, ensuring that our staffing levels perfectly align with client demands and service level agreements.
As a WFM Scheduler, you will leverage advanced forecasting tools to monitor real-time adherence, optimize shift patterns, and drive productivity across our contact center operations. At Teleperformance, we pride ourselves on fostering a culture of career advancement, continuous learning, and flexible work arrangements. If you are ready to elevate your career in workforce management with a global industry leader, we want to hear from you!
Tanggung Jawab
- Develop and maintain accurate workforce schedules to ensure optimal staffing coverage across all lines of business.
- Monitor real-time adherence and service levels, proactively adjusting resources to meet performance targets.
- Analyze historical data and trends to improve forecasting accuracy for call volume and handle time.
- Collaborate with Operations and Account Management teams to address staffing gaps and scheduling conflicts.
- Manage leave requests, off-phone activities, and shift bid processes with high precision.
- Generate comprehensive WFM reports and dashboards to provide actionable insights to leadership.
- Support operational efficiency initiatives by identifying bottlenecks in scheduling workflows.
Kualifikasi
- Proven experience as a WFM Scheduler, Real-Time Analyst, or similar role within a BPO/Call Center environment.
- Strong analytical skills with proficiency in Microsoft Excel (VLOOKUP, Pivot Tables, Macros).
- Experience using WFM software (e.g., Aspect, Verint, Genesys, or similar).
- Deep understanding of key BPO metrics such as AHT, Occupancy, Service Level, and Shrinkage.
- Exceptional attention to detail and the ability to thrive in a fast-paced, high-pressure environment.
- Excellent communication skills, with the ability to influence stakeholders at various levels.
- Strong problem-solving mindset and the ability to adapt to changing business requirements.