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WFM-Scheduler
WFM-Scheduler
WFM-Scheduler
Date Posted:
2011-02-17
Call Center Company: Firstsource Solutions
Description:
Firstsource Solutions is looking for individuals who are qualified for the position of WFM-Scheduler.
Successfuly applicants for WFM-Scheduler will have a great career in Firstsource Solutions.
Responsibilities:
The position requires supporting the superior in seamless day-to-day functioning of the workforce management systems & processes in the Company. The role includes maintenance of regular scehduling and reports, perform root cause analysis, analysis and execution of intra-day staffing adjustment, and escalation to achieve all contractual and business SLA’s & KPI’s.
Schedule efficiently to meet the forecasted volumes
Determine optimal work schedules and coordinates the effective scheduling of department meetings, training session, and vacations to ensure that department response time and service are met.
Innovate and devise scheduling templates,work patterns,business rules,break/offline activities management to enhance accuracy of scheduling and achievement of business goals.
Prepare End of day reports.
Real Time escalation handling to achieve all the contractual & business SLAs & KPIs
Incident Tracking, Logging and Escalations.
Maintain Day to day Communication with Clients to meet SLAs
Requirements:
Minimum of 1 year relevant experience with a BPO
Good written and verbal communication.
Ability to implement feedback.
Strong interpersonal skills to facilitate cross functional interaction
Functional understanding of IEX is a must
Strong technical documentation, problem solving and analytical skills.
Intermediate to advance MS Excel knowledge.
Willing to work in Alabang
Willing to start immediately
Call Center Directory advises to all job seekers to apply as walk-in applicant for WFM-Scheduler job opening of Firstsource Solutions.
You can apply at the following Firstsource Solutions location(s):
Firstsource Alabang
Firstsource Solutions Alabang
6th Floor, Firstsource Buliding, Plaza D,
Northgate Cyberzone, Filinvest Alabang
Muntinlupa City Philippines
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Responsibilities:
Prime maintenance of Blue Pumpkin/IEX Employee Database. Ranking of agents and manage shift bids. Direct point of contact for ROC Scheduler in the Scheduling Process. Manage Time
Responsible for generating, maintaining and tracking volume forecast, capacity and schedule.
REQUIREMENTS:
Candidate must possess at least a Bachelor's/College Degree , any field.
At least 5 year
Responsibilities:
Monitor DSS Scheduler and resolve issues as they arise.
Handle preliminary troubleshooting and/or escalate issues as required.
Operate within the boundaries defined by Se
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