- Infer forecast from reports on historical call volume, handle time and operational performance.
- Develop call forecasts to a level of detail necessary for effective headcount planning and scheduling (interval level, daily level, weekly and monthly staffing requirement based on forecasted volume taking into consideration the assumed AHT, absenteeism and other shrinkages)
- Develop and publish weekly agent schedules. Track call forecasts against actual results.
- Work closely with other departments promoting focal point of information related to multiple accounts' current and forecasted staffing conditions.
- Implement all scheduling processes.
- Creates/updates midterm to long term staffing/capacity plan.
- Maintains the roster of the program assigned and enforce roster timeline to Operations.
- Provide headcount reconciliation and seats information.
- Ability to perform advanced mathematical and statistical operations using MS Excel and other similar spreadsheet tools.
- Solid customer service skills
- Excellent verbal and written communication skills. Ability to effectively present information across all levels of the organization.
- Working knowledge of call center workload calculations
- Impeccable attendance record.
- Able to write reports, business correspondence and procedure manuals.
- IEX experience desired.
- Strong data analytics and creation of reports
- Experience in automating task/reports that are manual to reduce cycle time and defects.
- Proficient user of Excel and understanding call center statistics a must.
- Knowledge in VBA, macros, linked data, pivot chart tools, design tools is an advantage.
- Experience in developing dashboards, and understandable reports and useful visualization.
- Flexible schedule and excellent attendance record
- Should be amenable to work on different schedules (i.e. Day Shift, Mid Shift, Night Shift)
WFM Scheduler - Balik Pulau, Malaysia - Teleperformance
Description
Overview
Responsibilities