Deskripsi Pekerjaan
Are you a detail-oriented professional with a passion for data and operational efficiency? Teleperformance Davao is looking for a dynamic Workforce Scheduling Associate to join our high-performing team. In this role, you will be the backbone of our operational success, ensuring that our service levels are met by optimizing staffing schedules and forecasting labor requirements in a fast-paced BPO environment.
As a Workforce Scheduling Associate, you will utilize advanced scheduling software to balance staff availability with business demands, helping us deliver world-class customer service experiences. We provide a supportive work culture, comprehensive health insurance, and clear pathways for career progression. If you thrive in an analytical environment and are ready to take your career to the next level with a global leader, we want to hear from you.
Tanggung Jawab
- Monitor real-time adherence to schedules and take proactive measures to address staffing gaps.
- Generate and maintain accurate staffing schedules for multiple accounts, considering agent availability, leave requests, and training requirements.
- Analyze historical data to forecast call volume and optimize staffing patterns for maximum operational efficiency.
- Coordinate with Operations Managers and Team Leaders to resolve scheduling conflicts and improve employee productivity.
- Prepare daily, weekly, and monthly workforce reports for management review.
- Manage time-off requests, shift swaps, and schedule changes within the Workforce Management (WFM) system.
- Ensure compliance with company labor policies and client-specific service level agreements (SLAs).
Kualifikasi
- Bachelor’s degree in Business Administration, Mathematics, Industrial Engineering, or a related field.
- At least 1-2 years of experience in Workforce Management (WFM) or a similar scheduling role within a BPO/Call Center environment.
- Proficiency in Microsoft Excel (VLOOKUP, Pivot Tables, and Data Analysis).
- Strong analytical, problem-solving, and decision-making skills.
- Excellent communication and interpersonal skills, with the ability to interact with various levels of management.
- Ability to work under pressure and handle multiple priorities in a dynamic, fast-paced environment.
- Working knowledge of WFM tools (e.g., IEX, Aspect, or Verint) is a significant advantage.