Deskripsi Pekerjaan
Are you a detail-oriented professional with a passion for data and operational efficiency? Ubiquity is looking for a talented Workforce Scheduler to join our dynamic team in Metro Manila. In this critical role, you will be the backbone of our operational excellence, ensuring our call center teams are perfectly aligned with client demands.
At Ubiquity, we pride ourselves on a culture of innovation, collaboration, and career growth. As a Workforce Scheduler, you will leverage your analytical skills to manage shift patterns, monitor real-time adherence, and optimize staffing levels to deliver an exceptional customer experience. If you are ready to take your career to the next level in a fast-paced, global environment, apply today and start your journey with us!
Tanggung Jawab
- Develop and maintain optimized staff schedules to meet service level agreements (SLAs) and productivity targets.
- Analyze call volume patterns and historical data to forecast staffing requirements accurately.
- Monitor real-time agent adherence and manage intraday scheduling adjustments to ensure operational flow.
- Collaborate closely with Operations Managers to address staffing gaps and manage leave requests effectively.
- Generate and present daily, weekly, and monthly performance reports regarding occupancy and service levels.
- Maintain accurate employee records within the Workforce Management (WFM) system.
- Proactively identify scheduling conflicts and propose effective solutions to minimize service disruption.
Kualifikasi
- At least 1-2 years of experience in workforce management, scheduling, or real-time analysis within a BPO/Call Center environment.
- Proficiency in WFM software (e.g., Aspect, IEX, Nice, or similar tools).
- Advanced MS Excel skills, including pivot tables, VLOOKUPs, and data visualization.
- Strong analytical mindset with the ability to interpret complex data sets and translate them into actionable plans.
- Excellent communication skills with the ability to build rapport with stakeholders across all levels.
- A high degree of accuracy and attention to detail, especially when working under pressure.
- Ability to work flexible shifts including nights, weekends, and holidays as required by business needs.