Paranaque City Jobs Workforce Scheduler- Temp Wfh Position at IBEX Global Solutions (Philippines) Inc.
- Job vacancies posted on: 11 months ago
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We are open recruitment and happily inform you that we are looking for candidates to fill the position of Workforce Scheduler- Temp WFH in our company, IBEX Global Solutions (Philippines) Inc.. For candidates who reside in Paranaque City and its neighboring regions, we are looking for you to be a part of us and work in our company office, and able to labor under a full time system.
We have specific requirements for each of our employees as well as potential workers, because we are a professional and knowledgeable business in the field we work in. We are interested in hearing from you as soon as possible if you have expertise in the fields Services & Customer Service and possess a Bachelor's/College Degree or higher.
We offer you a fairly competitive salary that can be adjusted depending on the credibility you can contribute to our company. It typically ranges from ₱16,000 - ₱38,000 and likely to change at any time. This salary negotiation must be agreed based on our company's HRD agreement.
Job Info
| Company | IBEX Global Solutions (Philippines) Inc. |
| Position | Workforce Scheduler- Temp Wfh |
| Region | Paranaque City |
| Career Level | 1-4 Years Experienced Employee |
| Work Experience | 1 year |
| Qualification | Bachelor's/College Degree |
| Type of Work | Full-Time |
| Minimum Salary | PHP 16.000 |
| Maximum Salary | PHP 38.000 |
RESPONSIBILITIES:
The Workforce Scheduler is responsible for maintaining the hiring plans, developing rolling forecasts, generating schedules, maintaining rosters, and the like on a weekly basis. The focus is to provide guidance on staffing levels needed by each program he supports to achieve all client metrics while balancing it with internal productivity goals.
Historical File:
- Mechanize the collection of all historical data for trending – call volume, AHT, Service Level and shrinkage factors. Trending needs to be provided down to the interval level.
- Normalize historical data for abnormal occurrences but document for trending that can be used to manage similar future situation
Trending:
- Standardize the methods to be used for trending call volume, AHT, service level and Shrinkage
- Customize the formulas by program as to historical data to be used for trending (4 weeks prior, 3 months prior, etc) Mechanize tools for identifying patterns that can be used for forecasting.
- Document the details behind the data to ensure we are able to accurately forecast into the future.
- Know the business and the forecasted industry trends
- Involve client in trending exercise
Forecasting:
- Based on trend, predict the baseline volume, AHT and shrinkage factors for a 13-month rolling period at a weekly level. Consult with all areas that could impact any of the components to forecasting – client (Marketing, R&D, Budget restrictions), Support Teams (Training, Recruitment, IT and Telecoms, etc.) and Operation (Site Director and/or OMs)
- Review with Operations the full 13-month forecast at least once a month.
- During ramp or when targets are not being met a weekly or biweekly meeting is required
- WFM to document all assumptions, concerns and issues discussed at meetings
- During Hiring plan meetings the following items will be discussed:
- Program headcount to determine weekly production attrition rates
- Skill set assignment (on Multi Skilled programs)
- Hiring status of planned additional headcount
- Headcounts of ongoing training classes to determine training attrition rates
- Duration of Abay, on-phone time and status of Abay agents
- Learning curve impacts (increase in AHT due to new hires)
- Assess impacts of scheduling method on FTE requirements (team-based, paired days off etc
- Operations to provide final approval on assumptions used
- Forecast data will be fed into the hiring plan file
- Resource Planner to provide Vacation/PTO allotments
- Develops input to budget planning process
REQUIREMENTS:
- Bachelor’s /Associate Degree (any field) or equivalent work experience
- At least 1 year experience specializing in Forecasting and Resource Planning in a call center environment
- At least 1 year Intraday management experience
- Willing to work in permanent graveyard shift
- Willing to be assigned in Shaw and open for ocassional travel to different sites
- Temporary WFH setup
Knowledge
- Advanced knowledge in MS Office (especially MS Excel and relevant WF tools such as IEX and CMS).
- Knowledge in problem solving processes
- Manual Scheduling
Skills
- Strong communication skills
- Above average reporting skills
- Excellent analytical skills
- Must possess effective organizational skills and time management skills
Abilities
- Ability to work on several projects simultaneously
- Ability to come up with sound and accurate decisions in any given circumstance
- Ability to exhibit professionalism
- Demonstrated ability to work with a team
- Demonstrated ability to communicate effectively and professionally with internal and external associates
- Ability to work independently with minimal supervision, meeting multiple deadlines in a high pressure environment.
Office/Company Address
| Country | Philippines |
| Region | National Capital Region |
| City | Paranaque City |
| Address | IBEX Global Paranaque, 6F SM City BF, Dr. A. Santos Ave Brgy. BF Homes, Parañaque, 1700 Kalakhang Maynila, Philippines |
| Map | Google Map |
Benefit
- Get work experience
- Bonus for overtime
- Be taught first
- Good work environment
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Company Description
Solutions for Global Business Needs
Delivering superior customer services for over 10 years, IBEX Global is a business process outsourcer offering an integrated suite of services that supports an expansive array of customer facing solutions.
Headquartered in Washington, DC. IBEX Global delivers onshore, near shore and offshore solutions in 5 countries, across 18 call centers employing over 700+ customer service professionals. The recipient of several client and community awards such as the Goodwill Industries Employer of the Year, IBEX Global is one of the most forward thinking companies in the BPO industry.
Capitalizing on Our Core Strengths
Our singular focus is providing reliable, consistent, predictable performance. Our outstanding employees manage worldwide customer relationships on behalf of our business partners and deliver these customer experiences with a combination of passion, world class training and leading-edge technology. We stand by core organizational values that have helped us deliver our value proposition to global companies for over 10 years.
At IBEX Global our mission is to build the industry’s most dynamic team of customer service and marketing associates and deliver cost-effective, high-impact customer management strategies to the world’s leading organizations.
We believe that we will successfully execute our mission by capitalizing on our core strengths and adhering to key organizational initiatives:
INTEGRITY
Our integrity ensures our credibility. Honor your commitments and take ownership of your actions. Our words and deeds are truthful and reliable.
RESPECT
Treat others the way we want to be treated and create a culture of mutual appreciation, regard and value. Act towards others with dignity and help one another succeed.
TRANSPARENCY
Clear, candid and open communication must drive all interactions. Transparency makes our actions understood, creates reliability and fosters collaboration. We maintain and encourage straightforward dialogue with our employees, clients and stakeholders.
EXCELLENCE
Strive for excellence in all that we do. Take great pride in your work as each employee’s contribution is vital towards delivering exceptional customer service to our clients. Provide this extraordinary experience and reward superior performance.
Company Info
- Industry: Call Center/IT-Enabled Services/BPO
- Company Size: 2001 - 5000 Employees
- Average Processing Time: 3 days
- Benefits & Others: Dental, Medical, Casual (e.g. T-shirts), Program Incentives and Allowances
- Specific Location: Shaw
