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WFM Scheduler

  • Ubicación
    • Taguig City, National Capital Region (Manila)
  • Cronograma Full time
  • Publicado



Work Arrangement: This role is categorized as hybrid. This means the successful candidate is expected to report to the office three times per week or other frequency dictated by the business.

The Role

This is a new position created to support the growing GBS People Services Shared Services Centers in Manila, PH, Sao Caetano, BR and Ramos, MX. The Workforce Management Scheduler Analyst will be responsible for creating schedules across the sites, maintenance IEX system, keep the roster updated, and will provide advice and develop short-term plans and project future performance based on historical data. The Workforce Management Scheduler Analyst will develop a regular forecast of call volume, AHT, and shrinkage including long-range strategic, medium-term business planning and short-term operational requirements.

What You'll Do

  • Analyze historical report on workload

  • Calculate staff requirements based on service goals

  • Create staff schedules to maximize service and minimize cost

  • Work with the supervisor and leadership team to provide ongoing analysis of and recommendations to improve call center performance relative to overall strategic KPIs.

  • Identify, recommend, and implement changes as necessary to improve performance

  • Utilize workforce management tools to generate short and long-term staffing model forecasts and provide recommendations for staffing and scheduling changes based on analysis

  • Create, maintain, and deliver reports from scheduling software and other sources to provide meaningful intraday, daily, weekly, and monthly reports for workforce management.

  • Generate daily, weekly, and monthly reports, trend analysis by service line, team and agent level which highlight performance relative to KPIs (Call Volume, Email Volume, Performance vs Expected Service Levels, Average Handling Time, Abandonment Rate, and Average Speed to Answer, etc.).

  • Monitor agents’ behavior regarding attendance, schedule adherence, and productivity.

  • Oversee and manage the scheduling of the staff, including managing schedule change requests (both planned and unplanned) and event changes (meetings, training, etc.)

  • Assist with day-to-day administrative tasks.

  • Establish and maintain communications channels with the leadership team.

  • Manage offline activity requests in real time.

[Additional Description]

Your Skills & Abilities (Required Qualifications)

  • Bachelor’s degree, major in statistics, mathematics, accounting, business administration or economics or equivalent

  • 3 years experience as scheduler

  • 3 years experience using Nice(IEX) Forecasting, scheduling and Intraday

  • 2 years experience doing presentation to managers and directors.(Monthly, Quarter and Yearly business review)

  • Fluent in English, excellent oral and written communication skills (clarity, confidence, consideration of others)

  • Basic statistics and/or accounting skills

  • Knowledge and ability to effectively use computer software as it pertains to job responsibilities 

  • Experience with handling large data sets

  • Working knowledge of IEX/Avaya/Genesys

  • High level of sound logic and analytical ability where problems are unusual and difficult

  • Tolerance for ambiguity in an environment of change

  • Attentiveness to detail and precision

  • Ability to work independently as well as with a team

  • Demonstrated ability to manage multiple programs simultaneously

  • Appropriate interpersonal styles and communication methods to work effectively with business partners to meet mutual goals required

  • Strong analytical background

  • Willingness to work hybrid on night shift (8:00 PM to 5:00 AM PHT)

What Will Give You A Competitive Edge (Preferred Qualifications)

  • Contact center experience in resource planning, forecasting, or reporting

  • Experience creating models and using advance features in Excel

  • Spanish and Portuguese language capability (preferred but not required)

Información sobre diversidad

General Motors se compromete a ser un lugar de trabajo en el cual no solo no haya discriminación indebida, sino que fomente con sinceridad la inclusión y el sentido de pertenencia. Creemos firmemente que la diversidad del personal crea un entorno en el cual nuestros empleados pueden prosperar y desarrollar mejores productos para nuestros clientes. Instamos a los candidatos interesados a que revisen las responsabilidades y aptitudes clave para cada puesto y se postulen para los puestos que coincidan con sus habilidades y capacidades. Es posible que, cuando corresponda, se les pida a los solicitantes que están en el proceso de contratación que completen satisfactoriamente una o más evaluaciones relacionadas con su función y/o una evaluación previa al empleo antes de comenzar a trabajar.  Para obtener más información, visite Cómo contratamos.

Declaración de igualdad de oportunidades en el empleo (EE.UU.)

General Motors se enorgullece de ser un empleador que ofrece igualdad de oportunidades.  Todos los solicitantes calificados serán tenidos en cuenta para el empleo sin distinción de raza, color, religión, sexo, orientación sexual, identidad de género, nacionalidad, discapacidad o condición de veterano protegido. 

Adecuaciones (EE.UU. y Canadá)

General Motors ofrece oportunidades a todos los solicitantes de empleo, incluyendo las personas con discapacidades. Si necesita una adecuación razonable para ayudarle con su búsqueda o solicitud de empleo, envíenos un correo electrónico a o llámenos al 800-865-7580. En su correo electrónico, incluya una descripción del puesto específico que está solicitando, así como el título del empleo y el número de solicitud del puesto que está solicitando.


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