Scheduler - Workforce Management

I’m interested

Location

Aseana 3, Parañaque City

Contract type

Full-time

Hours

Shifting schedule

Workplace policy

Hybrid

Job description


William Hill - We Go One Better 



Like any great sports team, we’ve been hard at work since we got going in 1934. It’s not by chance we became one of the largest global sports betting and gaming companies, and we’re not relying on luck.


Together we’re on a journey to build a better business. With us, you’ll balance flexibility and performance in a culture built on trust. We’ll give you the space to be yourself and the tools you need to protect our customers while they play. We’ll invest in your future to help you develop your unique strengths and build a career that’s right for you. Sound good? Then you belong here.



Your role in the team


As a planner, you will be  responsible for the short-term planning, scheduling of the Operations team and real-time execution to ensure all expected results are achieved according to requirements in line with the Workforce Management policies and processes.



Overview of duties and responsibilities


  • In-charge for short-term intraday forecasting for Volume and Average Handling Time
  • In-charge for Shrinkage and Attrition trending
  • Responsible for short-term planning and scheduling for Operations
  • Responsible for processing all scheduling requests included in the scheduling policies
  • Responsible in maintaining schedules in the Payroll system and internal scheduling files for Operations
  • Responsible for weekly intraday plan discussion with internal and external stakeholders
  • Recommends strategic and tactical staffing mitigations
  • Maintains WFM HC file
  • Partners with Real-Time Analysts in making sure intraday plan is executed as planned, and review with Reporting Analysts to identify Areas for Improvement
  • Continuous improvement on the intraday plan process



Requirements


  • Bachelor’s Degree focus in Information Systems/Statistics/Math preferred
  • Prior experience in a BPO or Shared Service Centre
  • At least 3 years of experience on Real-Time Monitoring, Reporting and Planning
  • Solid background on WFM policies and procedures
  • WFM platforms, i.e. Aspect, Avaya CMS, IEX, etc.
  • Solid Scheduling background
  • Mid to advance MS Excel skills, i.e. Macro programming, VBA functions, etc.
  • MS Visio background for flowcharts and program schemas
  • Basic to advance knowledge on contact centre KPIs, i.e. SLA, Abandonment, PCA, etc.
  • Data mining skills