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ISTA Solutions, an outsourcing/offshoring company, is in search of an experienced Workforce Scheduler to join our rapidly expanding team. As a member of our team, you will have the opportunity to work with highly skilled professionals, who prioritize employee satisfaction and work-life balance. At ISTA Solutions, we pride ourselves on creating a culture focused on long-term success and life-long learning. We're looking for a team player who is ready to contribute to our mission, just like you!
Job Description
What can we offer you?
Job Description
- Analyzes Weekly/Daily historical data and forecast future demand to create optimized staffing Schedules (Volume,AHT,Shrinkage and other operational factors affecting customer wait time)
- Collaborates with Service Delivery team to adjust schedules and staffing levels based on forecasted demand
- Highly Technical on understanding intraday capacity such as (FTE requirement, Shrinkage analysis and other factors that might affect SLA's)
- Tracks schedule adherence and provide valuable insights to Service Delivery
- Prepares and distributes schedules to team members and leadership (Manual Sheets or through a WFM tool)
- Real-time monitoring of agents and call volume, ensuring adherence to their schedules, handling pending time-off requests and schedule changes, checking and flagging agents according to their performance in terms of thresholds set for ACW, Hold Time, TTR, ASA, etc
- Manage and Generate reports on schedule performance and makes recommendations for Improvement
- Provides seat allocation recommendations for on-site operational approach
- Continuously improves knowledge of products, services, and processes by participating in training programs and continuous learning modules
- Maintains a positive, empathetic, and professional attitude toward customers and colleagues at all times
- Adheres to company policies and procedures
- Meets or exceeds performance targets for related KPI's
- Performs other duties as assigned
- Proven experience in the BPO setting
- At least 1 year experience in Workforce Managment and in the same function
- Proven analytical skills
- Knowledge in Microsoft Office, particularly Excel, Word and PowerPoint. Knowledge in Google Spreadsheets and other related tools
- Excellent verbal and written English skills
- Must be willing to work onsite in Mandaluyong
- Amenable working shifting schedules
What can we offer you?
- Competitive salary and benefits
- Health Insurance with free dependents*
- 10%-night differential
- Attendance Bonus
- Paid time off
- Convertible to cash leave credits
- Performance Appraisal
- Work-life balance
- A focus on growing your career path with us
- We encourage you to follow your passions and learn new skills
- Strong culture and values-driven leadership
- We create opportunities for you to learn and grow at any stage of your career
- Continuous learning and innovation
- We foster an all inclusive environment where everyone thrives
ISTA Solutions, an outsourcing/offshoring company, is in search of an experienced Workforce Scheduler to join our rapidly expanding team. As a member of our team, you will have the opportunity to work with highly skilled professionals, who prioritize employee satisfaction and work-life balance. At ISTA Solutions, we pride ourselves on creating a culture focused on long-term success and life-long learning. We're looking for a team player who is ready to contribute to our mission, just like you!
Job Description
What can we offer you?
Job Description
- Analyzes Weekly/Daily historical data and forecast future demand to create optimized staffing Schedules (Volume,AHT,Shrinkage and other operational factors affecting customer wait time)
- Collaborates with Service Delivery team to adjust schedules and staffing levels based on forecasted demand
- Highly Technical on understanding intraday capacity such as (FTE requirement, Shrinkage analysis and other factors that might affect SLA's)
- Tracks schedule adherence and provide valuable insights to Service Delivery
- Prepares and distributes schedules to team members and leadership (Manual Sheets or through a WFM tool)
- Real-time monitoring of agents and call volume, ensuring adherence to their schedules, handling pending time-off requests and schedule changes, checking and flagging agents according to their performance in terms of thresholds set for ACW, Hold Time, TTR, ASA, etc
- Manage and Generate reports on schedule performance and makes recommendations for Improvement
- Provides seat allocation recommendations for on-site operational approach
- Continuously improves knowledge of products, services, and processes by participating in training programs and continuous learning modules
- Maintains a positive, empathetic, and professional attitude toward customers and colleagues at all times
- Adheres to company policies and procedures
- Meets or exceeds performance targets for related KPI's
- Performs other duties as assigned
- Proven experience in the BPO setting
- At least 1 year experience in Workforce Managment and in the same function
- Proven analytical skills
- Knowledge in Microsoft Office, particularly Excel, Word and PowerPoint. Knowledge in Google Spreadsheets and other related tools
- Excellent verbal and written English skills
- Must be willing to work onsite in Mandaluyong
- Amenable working shifting schedules
What can we offer you?
- Competitive salary and benefits
- Health Insurance with free dependents*
- 10%-night differential
- Attendance Bonus
- Paid time off
- Convertible to cash leave credits
- Performance Appraisal
- Work-life balance
- A focus on growing your career path with us
- We encourage you to follow your passions and learn new skills
- Strong culture and values-driven leadership
- We create opportunities for you to learn and grow at any stage of your career
- Continuous learning and innovation
- We foster an all inclusive environment where everyone thrives