Workforce Management Scheduler
Cebu, Cebu
Posted 9 days ago
- Company:
- Visage Executive Search
- Company Description:
- At Visage Executive Search, we are dedicated to connecting top-tier talent with the most dynamic and innovative companies in the industry. As a premier executive search firm, we specialize in identifying and recruiting exceptional leaders who drive business success. Our team of experienced professionals brings a deep understanding of various industries, with a particular focus on BPO, RPO, FMCG, Healthcare, IT and Gaming. We take pride in our tailored approach, working closely with our clients to understand their unique needs, culture, and strategic goals. With an extensive network and a commitment to excellence, we are uniquely positioned to find the right leaders who can make a significant impact. Whether you're seeking C-suite executives, senior management, or specialized roles, Visage Executive Search delivers unparalleled results through a blend of industry expertise, strategic insight, and personalized service. Our mission is to build long-lasting partnerships, helping businesses thrive by placing the right people in the right positions. At Visage Executive Search, we don't just find candidates; we find leaders.
- Contract Type:
- Full Time
- Experience Required:
- 2 years
- Education Level:
- Bachelor’s Degree
- Number of vacancies:
- 1
Job Description
Work setup: Onsite in Cebu
Work Schedule: Shifting Schedule
Salary: Php 22,000 – Php 34,000 package
Basic Functions
•Generates schedules accordingly to meet the business requirements enabling superior
customer service
•Adjusts the schedules accordingly based on the actual scenarios and provide overtime
requirements/voluntary time off to ensure efficient and effective staffing
•Monitors the queue real-time while tracking, documenting and communicating agent activity
on multiple lines of businesses
•Assist agents with basic troubleshooting and workarounds
•Report and track all system issues and outages
•Prepares and publishes the Intraday and other relevant reports while ensuring accuracy and
timeliness of data
Essential Functions
• Regularly performs volume and performance analysis and proactively communicate possible
impacts to business
•Supports management with all necessary reports and planning models to facilitate the
process of decision making
•Monitors actual activities and compare it to plan and make recommendations for immediate
changes
•Staff the appropriate number of agents at the proper time based on recent/historical capacity
drivers
•Ensures that pre-planned activities are being scheduled in advance and communicated
effectively
•Adjusts the schedules accordingly based on the actual scenarios and provide overtime
requirements/voluntary time off to ensure efficient and effective staffing
•Ensures adherence to schedules and raises alerts on time in case of deviations
•Optimizes the schedules and makes real-time adjustments on breaks and lunches based on
the actual staffing
•Executes skill change and reallocation requests and initiatives
•Provides recommendations in case of understaffing/overstaffing
•Act as first point of contact for any escalations, outages, system issues, or any other
production impacting situations
•Maintains confidentiality relative to the organizational strategies, objectives, and practices
Qualifications:
•Candidate preferably possess at least a Bachelor’s/College Degree
• 1-year minimum experience in Workforce Management
• Excellent skills in scheduling and real-time time management are a must
•Strong organizational skills to ensure critical timelines are met
•Accuracy and attention to detail are a must in this role
• Detail-oriented with the ability to deliver project deliverables with little supervision
•Excellent written, verbal, and e-mail skills, with the ability to interface effectively with individuals
at various levels
•Ability to effectively prioritize workload in a fast-paced, real-time, and frequently changing
environment while remaining detailed and organized
• Demonstrate analytical, organizational, problem solving and creative thinking skills
• Respond positively to change, embracing and using new practices or values to accomplish goals
and solve problems
•Flexible and willing to work in shift schedules