Deskripsi Pekerjaan
Are you ready to play a crucial role in optimizing customer service operations? Teleperformance is looking for a detail-oriented Workforce Scheduler to join our dynamic team in Makati. In this pivotal role, you will be responsible for managing staffing levels, creating efficient schedules, and ensuring that our contact centers operate smoothly. We pride ourselves on offering flexible work options and a clear path for career growth in a supportive environment.
As a leader in business process management, Teleperformance provides an excellent platform for professionals seeking to develop their skills in workforce management. You will work closely with management to forecast call volumes and adjust resources accordingly, ensuring high-quality service delivery for our clients. Join us and be part of a global team dedicated to excellence.
Tanggung Jawab
- Develop and maintain daily, weekly, and monthly work schedules for agents, ensuring optimal coverage.
- Analyze historical call volume data and handle trends to create accurate forecasts.
- Collaborate with management to adjust staffing levels based on business needs and peak hours.
- Monitor agent attendance, breaks, and leave requests to ensure compliance with company policies.
- Address staffing shortages and implement strategies to maximize workforce productivity.
- Utilize workforce management software to track performance metrics and KPIs.
- Communicate schedule changes and operational updates effectively to the team.
Kualifikasi
- Bachelor’s degree in Business Administration, Human Resources, or related field preferred.
- Previous experience in workforce management, scheduling, or a call center environment is highly desirable.
- Strong analytical skills with the ability to interpret data and make informed decisions.
- Proficiency in Microsoft Office Suite, particularly Excel and PowerPoint.
- Excellent organizational and time management skills.
- Strong verbal and written communication skills in English.
- Ability to work in a fast-paced environment and handle multiple priorities.