South Tower, Three Cyberpod Centris, Eton Centris, EDSA cor. Quezon Avenue, Diliman District, Quezon City, Philippines, 1101
JOB RESPONSIBILITIES - Develop and maintain a comprehensive forecasting and scheduling model by using Workforce Management tools to forecast call volume, create staffing requirements, and generate work schedules for contact centers. - Determine annual, quarterly, monthly, daily and intra-day workforce requirements by gathering data on contact center statistics, marketing campaigns, system events, etc. - Coordinate and facilitate collaboration with other department teams to capture forecast and staffing impact activities • Ensure forecast and schedule efficiency, consistency, and reliability - Align call demand with agent supply to achieve key performance objectives (service level, utilization, occupancy, etc.) - Provide visibility and solutions to areas of opportunity to improve staffing performance to site/client management. • Provide feedback to management and product owners in support of future strategic initiatives. - Conduct workforce simulations to provide advice regarding the impact of business strategies within contact centers.