Deskripsi Pekerjaan
At Ubiquity, we are dedicated to providing exceptional customer experiences through innovative solutions. We are currently seeking a detail-oriented and proactive Workforce Scheduler to join our team based in Southwoods, Biñan, Laguna. In this critical role, you will be responsible for optimizing workforce allocation, ensuring efficient scheduling, and maintaining service level targets in our dynamic contact center environment.
As a Workforce Scheduler, you will work closely with operations management to forecast call volumes, plan staffing needs, and create schedules that align with business goals. Your analytical skills and attention to detail will directly contribute to operational efficiency and employee satisfaction. This is an excellent opportunity to grow your career in a global company that values innovation, teamwork, and professional development.
If you thrive in a fast-paced environment and have a passion for data-driven decision making, we invite you to apply and become part of the Ubiquity family. We offer competitive compensation, comprehensive benefits, and a supportive work culture that fosters growth.
Tanggung Jawab
- Develop and maintain weekly and monthly schedules for call center agents to ensure optimal coverage.
- Analyze historical and real-time data to forecast call volumes and plan staffing requirements.
- Monitor adherence to schedules and make real-time adjustments to meet service level goals.
- Collaborate with operations and human resources to plan for training, meetings, and other events.
- Generate reports on key performance metrics such as occupancy, utilization, and schedule adherence.
- Identify and resolve scheduling conflicts in a timely manner.
- Participate in workforce planning meetings and contribute to continuous improvement initiatives.
Kualifikasi
- At least 1-2 years of experience in workforce management, scheduling, or a related role in a call center environment.
- Strong analytical and problem-solving skills with proficiency in Microsoft Excel (pivot tables, VLOOKUPs).
- Excellent communication and interpersonal skills.
- Ability to work independently and collaboratively in a fast-paced environment.
- Familiarity with workforce management software (e.g., Aspect, IEX, NICE, or similar) is a plus.
- High level of accuracy and attention to detail.
- Flexibility to work in shifts, weekends, and holidays as needed.
- Bachelor's degree in any field; mathematical or business-related discipline is an advantage.