WFM Scheduler

This is an ONSITE Job Opening and an opportunity to be part of the 1st major BPO in Greenhills, San Juan.

About Company

Transparent BPO is a leading provider of contact center BPO services. Through talent, process and technology, we integrate with our client's brand & culture to deliver a superior customer experience across all channels. We are looking for talented people who are committed to achieving excellence and will help us to continue to be a world-class provider of outsourced contact center solutions for our clients.

Job Overview

This is a WFM role focused on Scheduling and Forecasting to align on client needs.

The Scheduler will schedule manpower via relevant data needed to ensure internal and client metrics are met and exceeded. S/he is to efficiently use company resources to carry WFM scheduling to the need accordingly.

Responsibilities and Duties

● Provide real-time observations and make recommendations to operations to ensure the achievement of the service levels

● Continuously tracking and analysing real-time data, such as call volume, email, chat, or any other production metrics, to ensure smooth and efficient operations

● Performance Metrics: Evaluating key performance indicators (KPIs) and service level agreements (SLAs) to ensure they are met or exceeded

● Resource Allocation: Making on-the-fly decisions about staffing levels, shift changes, or task assignments to meet demand and maintain productivity

● Collaborating with various teams and departments to relay critical information, escalate issues, and maintain effective communication channels

● Reporting: Generating real-time, biweekly and monthly reports and summaries of operational performance, which can be used for analysis and decision-making

● Documentation: Maintaining detailed records of real-time activities and incidents for future reference and analysis

● Continuous Improvement: Suggesting process improvements and optimization strategies based on real-time data analysis

Qualifications

• At least 1-year scheduling experience; forecasting is a plus
• Advanced Microsoft; strong follow-up skills with attention to detail. NICE, CMS, and Zendesk experience is a big advantage

Tips: Provide a summary of the role, what success in the position looks like, and how this role fits into the organization overall.

Responsibilities

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Qualifications

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