Deskripsi Pekerjaan
We are seeking a highly skilled Workforce Scheduler to join our dynamic contact center team. In this pivotal role, you'll optimize operational efficiency through precise forecasting, strategic scheduling, and real-time intraday management. Your expertise will directly impact service delivery, resource utilization, and cost control while ensuring compliance with SLAs and labor regulations.
This position requires hands-on experience with Verint Workforce Management systems to develop data-driven schedules, analyze historical trends, and adapt to fluctuating demand. You'll collaborate with operations leaders to balance staffing needs against business objectives, driving performance improvements while maintaining agent satisfaction and regulatory compliance.
Transparent BPO, Inc. offers a collaborative environment where your analytical skills will transform workforce operations. If you're passionate about optimizing contact center productivity through strategic workforce planning, we invite you to apply.
Tanggung Jawab
- Develop and maintain accurate staffing forecasts using historical data, business trends, and seasonal patterns
- Create optimized agent schedules ensuring coverage requirements while adhering to labor laws and budget constraints
- Execute real-time intraday adjustments to address unexpected fluctuations in call volume and absenteeism
- Monitor and report on key WFM metrics including adherence, occupancy, and service level attainment
- Collaborate with operations team to implement process improvements and schedule efficiency enhancements
- Utilize Verint WFM software for scheduling, reporting, and performance analytics
- Ensure compliance with company policies and government labor regulations
Kualifikasi
- Minimum 2 years of experience as Workforce Scheduler in a contact center environment
- Proven expertise with Verint Workforce Management software
- Advanced analytical skills with proficiency in Excel and data visualization tools
- Strong understanding of contact center metrics (AHT, FCR, occupancy, adherence)
- Excellent problem-solving abilities with attention to detail
- Effective communication skills for cross-functional collaboration
- Bachelor's degree in Business, Operations Management, or related field preferred
- Ability to work under pressure and make data-driven decisions