Philippines Job Openings
Support Services Group - Philippines
Workforce Scheduler
FULL TIME
October 15, 2024
Key Responsibilities:
- Create optimal shift schedules and generate rosters with minimal understaffing/overstaffing.
- Develop interval level staffing plans using forecasts, SLAs, and other assumptions.
- Generate interval level forecasts for transaction volume, AHT, and shrinkage with minimal variance.
- Plan team activities such as meetings, training, and coaching sessions.
- Reconcile employees listed in EWFM/Alvaria with available employees to prepare weekly schedules.
- Demonstrate leadership skills by making improvements and resolving issues.
- Manage WFM roster to ensure accurate active agent count.
- Conduct weekly calibration with clients for headcount and schedule plotting.
- Experience with real-time adherence and service level management.
- Strong problem-solving skills and attention to detail.
- Ability to work collaboratively in a team environment.
- Experience with Alvaria and Teleopti is an advantage but not required.
- Be a part of a forward-thinking company that values innovation and efficiency.
- Work in a collaborative and supportive environment.
- Opportunity to lead and make impactful changes.
- Attractive and comprehensive compensation package! #Better With SSG
Support Services Group is a global, omnichannel contact center solutions company founded in 1998 with headquarters in Waco, Texas. Our company provides tailored, omnichannel solutions for Technical Support, Customer Care, E-commerce and Retail, RMA Management, B2B/B2C Sales, Sales Support, membership services, travel services, and more. Our mission is to deliver extraordinary customer care to brands that prioritize customer satisfaction and loyalty. We have strategically located ourselves in 10 countries with 20+ locations and 10,000+ employees. With the right People, Technology, and Solutions, we offer unparalleled customer experience to all clients worldwide.
Job Type: Full-time
Benefits:
- Additional leave
- Company events
- Health insurance
- Life insurance
- Opportunities for promotion
- Paid training
- 8 hour shift
- 13th month salary
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