WFM Scheduler (Workforce Management)

Location: Muntinlupa City/Quezon City

Basic Functions

Responsible for managing staffing models and scheduling processes

Role & Responsibilities

Manage the scheduling process of the program.
Create agent schedules, IDPs and make necessary adjustments as necessary.
Acts as backup to the WF FST Assistant Manager.
Manage employee information changes inside Verint WFO system
Communicate effectively with internal and external customers
Responsible for balancing staffing requirements with operational efficiencies and financial goals.

General Skills

Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail
Solid critical thinking, problem solving, and interpersonal skills
Demonstrates ability to give and receive feedback with peers and business partners
Ability to work independently with minimal supervision
• Must demonstrate sound arithmetic, analytical and problem solving ability.
• Ability to adapt to workload and multitask with attention to detail in a dynamic environment.
Excellent verbal, written and comprehension skills

Technical Skills Very proficient with Microsoft Excel
• Ability to scrub, dissect and shape data, create customized reports.
• Good knowledge of any WFM systems such as eWFM, Blue Pumpkin/Impact 360, IEX etc.
• Create forecasts, schedules and IDPs, run scenarios inside a WFM tool

Work Experience Requirements
2+ year of hands-on experience in WFM in a call center inbound voice process
1+ year of Scheduling experience using any of the following tools - eWFM, Blue Pumpkin/Impact 360, or IEX.