Generates schedules for the assigned programs / campaigns, ensuring adherence to service goals and Client requirements.

• Provide agents with a working schedule for the business week, incorporating all Client requirements (i.e. retraining, call backs) as well as forecasting and scheduling assumptions.
• Analyzes volume arrival and other pertinent patterns by gathering data from WFM tools.
• Staffs the appropriate number of agents at the proper time based on recent / historical call arrival patterns. Addresses issues or discrepancies with the Client’s own call arrival patterns against the account’s / program’s actual arrival patterns for the site.
• Regularly monitors trends and flags any changes that may impact resource allocation.
• Recommends solutions to scheduling conflicts and / or special scheduling requests.
• Coordinates with Operation POCs for activities (i.e. phone, non-phone) that need to be scheduled.
• Gathers, compiles and processes all headcount reports, leave and schedule requests.
• Provides the program with realistic schedules based on current manpower resources and performance.

Qualifications:

• At least with 1 year relevant Experience ( RTA, Scheduler & etc.)
• Amenable to work Onsite ( Vertis North, Quezon City)
• Amenable work on Shifting Schedule

Please refer to job description.