Overview

• Salary

  25,000 PHP ~ 35,000 PHP

• Industry

  BPO / IT BPO / Call Center

• Job Description

  Job Description:
  • Managing the day to day forecasting and scheduling for specified accounts
  • Ensure strategis goals are met through forecast modeling, collaborative planning and effective communication.
  • Oversee and maintain the workforce managment platform utilized for forecasting and scheduling
  • Establishes a statistical baseline forecast for all departments
  • Provides clear communication of the forecasted workload, changes, assumptions, inputs and etc. to the Senior Leadership team
  • Formulate recommendations based upon analysis, data and input from users and departmental management
  • Appropriately forecast and account for growth due to seasonal variations and special events
  • Gathers data to understand the key drivers of volume (lead and marketing forecast, outbound call volume) and incorporate into
  forecasting and planning
  • Identifies and researches service level risks for problem resolutionand management notification
  • Leads in the effort of building staffing strategies that support multi-site, multi-skilled student contact centers
  • Assist with training of staff on Workforce management policies and procedures
  • Responsible for updating statistical info into WFM modeling software
  • Maintain reports on workforce
  • Works closely with WFM Manager in developing modeling scenarios for all department supported
  • Maintains a close working relationship with all departmental leadership team in developing staffing strategies
  • Responsible with assisting the WFM Manager in training and supporting new WFM team members