Deskripsi Pekerjaan
Are you a Workforce Management (WFM) expert with a passion for operational excellence and scheduling precision? Vcustomer Philippines, Inc. is currently seeking a highly analytical and proactive WFM Supervisor - Scheduler to join our dynamic team in Eastwood, Metro Manila.
In this role, you will play a critical part in ensuring that our contact center operations run seamlessly by optimizing staff schedules, monitoring real-time adherence, and delivering data-driven insights that drive performance. The ideal candidate is a strategic thinker who excels in fast-paced environments and possesses the technical aptitude to manage complex workforce management software.
Join a global leader in customer experience where your analytical skills translate directly into operational success. If you have a proven track record of maintaining high service levels and want to advance your career with a supportive, growth-oriented organization, we want to hear from you!
Tanggung Jawab
- Develop and maintain optimized staff schedules to meet service level agreements (SLAs) and productivity targets.
- Monitor real-time call volume patterns and adjust staffing levels dynamically to ensure optimal coverage.
- Analyze historical data and call trends to provide accurate forecasting for future staffing requirements.
- Collaborate with Operations Managers to manage shrinkage, including leaves, absences, and off-phone activities.
- Provide detailed reporting on key WFM metrics such as AHT, occupancy, and schedule adherence to leadership.
- Lead and mentor a team of coordinators to ensure accurate timekeeping and scheduling practices.
- Identify and implement process improvements to enhance efficiency and reduce idle time.
Kualifikasi
- At least 2-3 years of experience in Workforce Management (WFM) within a BPO or contact center environment.
- Strong expertise in WFM software (e.g., IEX, Aspect, Genesys, or similar platforms).
- Advanced proficiency in Microsoft Excel (Pivot tables, VLOOKUP, complex formulas).
- Proven ability to analyze complex data sets and translate findings into actionable strategies.
- Excellent communication skills with the ability to influence stakeholders at various levels.
- Strong problem-solving skills and the ability to work effectively under pressure.
- Degree in Mathematics, Statistics, Business Administration, or a related field is a plus.