Scheduling Analyst | Pasig Site  

This position will be responsible for maintaining optimized and accurate schedules as well as system and roster maintenance. They will support and create short terms plans based on their analysis and recommendations from the Long Term Strategic Planners. Will provide guidance to the Real Time Analysis team ensuring all pre planned activities are met and optimized. Responsible for minimum 1-week look ahead for short term planning and schedule management.

Essential Duties & Responsibilities: Percent of Time

➢ Scheduling Governance

• Responsible creating, maintaining, processing, accommodating and managing schedule bids, adjustments, assignments and swaps
• Generates, presents and publishes Intraday Performance files for RTA and operations guidance and provides recommendations for overtimes and staff downs
• Pre plots off phone activities and provide support for operations initiatives
• Publishes 7-day rolling deviation for staffing guidance (file creation only) reflecting any changes in the roster
• Vacation leave tracker/calendar maintenance and governance

➢ Roster and System Management and Maintenance

• Maintains and publishes campaign’s master roster and attrition file
• EWFM, CMS and all WFM related system profile creation, maintenance and providing the correct security profiles/accesses
• Aligns master roster file, EWFM and SAP roster and ensure all statuses and information are correct and accurate

➢ Campaign Performance Management

• Supports the overall performance of the program as aligned to the financial, servicing, and delivery targets on a shortterm planning perspective.
• Ensure that schedules are published on time or provide the necessary communications on delays and turnaround time.
• Drives consistency with adherence to WFM SOP.

➢ Teamwork and Collaboration

• Maintains an open communication with all departments ensuring all WFM impacting and related initiatives are supported and properly guided
• Provides guidance and coordination with the realtime team to ensure plans and initiatives are being driven and followed through
• Act as Workforce Supervisor backup and campaign Point of Contact

Additional Specific Duties & Responsibilities:

➢ Hold a high level of morale.

➢ Provide feedback to Corporate Governance on ideasfor improving standards and processes.

➢ Commit to Transcom objectives.

➢ See yourself as a support function, the principle of service and support is one of your internalised values.

Educational Background:

➢ University degree or equivalent higher qualification

Work Experience:

➢ Minimum 1 year experience in forecasting and scheduling preferably using Excel and Erlang.

➢ Minimum of 2 years as a real time analyst managing and supporting a campaign

➢ System Knowledge Requirement: extensive background in RTA and scheduling in at

least 2 WFM System (eWFM, Verint, IEX, Teleopti, Genesys)

➢ Additional Requirements: extensive knowledge and experience in schedule and roster management and supporting more than 2 lines of businesses or 2 sets of IDPs with different KPI requirements.

Skills Requirements:

➢ Strong skills in using Excel to create and maintain historical data and forecasting models.

➢ Applied knowledge of predictive statistics will be a strong advantage.

➢ Knowledge of inbound call center environment is preferred.

➢ Actuarial/Statistics/Math background will be an advantage.

Competencies

1. Organizational Awareness

2. People Leadership

3. Customer- Centric

4. Goal- Orientation

5. Quality Orientation

6. Analytical Thinking & Problem Solving

7. Integrity

8. Expertise Skills

9. Adaptability

10. Communication

11. Generating Vision