Scheduling Analyst

Transcom is looking for talented individuals like you to join our awesome team! Be the next Scheduling Analyst for our Transcom Pasig site.

Join our Transcom Family as a Scheduling Analyst!

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 a minimum 1-week look ahead for short term planning and schedule management.

Essential Duties & Responsibilities:

Scheduling Governance

- Responsible for creating, maintaining, processing, accommodating and managing schedule bids, adjustments, assignments and swaps for all future weeks.

- Generates, presents and publishes Intraday Performance files for RTA and operations guidance and provides recommendations to address projected over and understaffing after optimization

- Initiates, facilitates, recommends, analyze and evaluate shift bids and it’s results

- Pre plots off phone activities as agreed upon on capacity calls and provide support for operations initiatives

- Vacation leave tracker/calendar maintenance and governance

Roster and System Management and Maintenance

- Maintains and publishes campaign’s official master roster for scheduling, capacity planning and other purposes

- 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

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 real-time team to ensure plans and initiatives are being driven and followed through

- Act as Scheduling Assistant Manager/Manager/Senior Manager back up and campaign Point of Contact in absence of the functional leaders

Customer Focus (Client):

- Assists in defining, managing and achieving client required performance objectives

- Consistently demonstrates sound judgment

- Researches, develops and implements operational and technical processes.

- Conducts analyses, prepares reports and communicates with internal clients to provide value-added and consultative services.

Customer Focus (Operations):

- Performs appropriate updates to documentation and develops operational support policies and procedures to ensure appropriate updates are made. Leads and coordinates intra and interdepartmental process changes.

- Achieve and deliver all commitments made to Operations Leadership team

- Maintains quality assurance processes that ensure customer disclosure of issues that directly impact services. Maintains staffing and program ratios based on established targets.

- Acts as a program resource during new projects or ramps, and will engage appropriate resources as needed.

Communication:

- Provides effective communication and feedback to staff

- Prepares and presents both written and verbal communication to clients and colleagues alike

- Is able to communicate effectively regarding Transcom and projects at a short notice and under pressure

Campaign Performance Management

- Supports the overall performance of the program as aligned to the financial, servicing, and delivery targets on a short term 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

What we are looking for:

To be successful in this role you must…

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.