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WFM Scheduler

  • 위치
    • Taguig City, National Capital Region (Manila)
  • 일정 Full time
  • 게시됨



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)

다양성 정보

General Motors는 법적으로 금지된 차별을 배제하는 것은 물론 포용성과 소속감을 진정으로 장려하는 직장이 되기 위해 노력하고 있습니다. 당사는 다양성이 보장되는 환경에서 직원들이 역량을 발휘하고 우리 고객을 위한 더 좋은 제품을 개발할 수 있다고 믿습니다. 따라서 입사에 관심 있는 사람이 있다면 포지션별 주요 업무와 자격을 확인하고 본인이 보유한 기술과 능력에 부합하는 모든 포지션에 적극적으로 지원하기를 장려합니다. 지원자는 채용 과정에서 역할 관련 평가(해당하는 경우) 및/또는 채용 전 스크리닝을 통과해야 합니다.  자세한 정보는 GM 채용 과정 안내를 참고하십시오.

공평한 취업 기회 선언 (미국)

General Motors는 공평한 기회를 제공하는 고용주임을 자부합니다.  자격을 만족하는 지원자는 인종과 피부색, 성별, 성적 지향, 성별 정체성, 국적, 장애, 재향 군인 보호법 적용 여부와 상관없이 채용 후보로서 심사를 받습니다. 

숙소 (미국 및 캐나다)

General Motors는 장애인을 포함한 모든 구직자들에게 취업 기회를 제공합니다. 구직이나 취업 지원에 도움이 되는 합리적인 숙소가 필요한 경우 Careers.Accommodations@GM.com으로 이메일을 보내시거나 800-865-7580으로 전화주십시오. 이메일에, 귀하가 요청하는 특정한 숙소에 대한 설명과 귀하가 지원하는 직무와 채용 요청서 번호를 포함해주세요.