- Responsible for gathering, maintaining, and validating detailed records of volume, handle time, weekly agent hours, and necessary historical details used to update arrival patterns and shrinkage trends
- Process interval/daily/weekly breakdown of FTE/Volume/AHT forecasts and requirements along with other updates.
- Create accurate near-term tactical IDP's for multiple lines of business and various customer contact channels (Inbound Calls, Email, Social Media, Chat, etc.).
- Lead forecasting meetings with Operations Managers and other Support Department members.
- Work as a key member on Operations and Client communications for Programs at risk of not meeting service level goals. The role is expected to give recommendations and assess risks with strong written communication skills.
- Identify staffing impacts for future forecasting accuracy and compare to actual results.
- Identify opportunities for improvement in forecasting, shrinkage goals, and tactical service level planning
- Ability to run scheduling scenarios and offer insight of impacts and risks to staffing and service levels.
- Create, manage, and discuss shift bid requirements with Operations Management on a quarterly basis, working with them on timelines, types of shifts, and schedule variations offered
- Maintain trial schedule sets in the system, owning its updates including schedule generation, master template edits, and extending schedules one year out or as required
- Complete Scheduling requests such as but not limited to: Shift Bids, Offline Activities, Coaching's, Trainings, Manager Overrides, Holiday updates, Managed Outbound Changes & Permanent Schedule Changes
- Process HR status reports requiring eWFM updates such as onboarding, change, and term reports
- Create and maintain eWFM agent profiles and schedules, coordinating with Training and Operations on the schedule requirements
- Work closely with Operations and other WFM resources such as Long-Term Business Planners and Real-Time Management to ensure agent schedules are appropriately aligned to meet intraday service level goals, being the subject matter expert on the program's scheduling methods
- Work alongside Project Management Teams and provide recommendations on scheduling of large scale projects involving single or multiple programs. This can include new launches, transitions from one system to another, program-wide or site-wide trainings, etc.
- Partner with Operations and WFM Forecasting to ensure a high level of accuracy is maintained on the official documents at all times.
- Create a positive work environment that fosters successful team performance and leadership.
- Build skill sets and continue to develop proficiency of the department's systems and applications ensuring Percepta remains on the cutting edge of Workforce Management within the industry that will facilitate the growth of yourself and Percepta within the industry.
- Ability to interface with all levels of management including Executives within Percepta and Ford.
- Other duties as assigned.
- 2 year college degree or work equivalent required.
- Minimum 2 years' in Workforce Management with experience in real time service level management and agent scheduling.
- Medium to advanced user of MS Excel and working experience in other Windows based programs (Word, PowerPoint, etc.).
- 2 years' experience with WFM software (Verint /Blue Pumpkin, IEX, eWFM, etc.) preferred.
- Ability to organize/analyze data in a structured manner using the information to build automated tools to access the data on a periodic basis.
- Customer Focus: must demonstrate competency in dealing with all levels of employees /management and building strong relationships with teams and all organizational customers.
- Functional/Technical Skills: must possess strong quantitative, analytical and technical aptitude skills
- Drive for Results: must possess the ability to work under pressure, meet deadlines and be accountable for performance.
- Time Management: must be able to multi-task, be detail oriented and demonstrate strong organizational skills.
- Interpersonal Savvy: must demonstrate excellent interpersonal skills with all levels of organizational customers and team members.
- Written Communication: must possess the ability to effectively, accurately and concisely convey thoughts and concepts, and provide information to all organization customers.
- Problem Solving: must demonstrate the proactive ability to find and define problems, understand business impact, identify solutions and provide recommendations for corrective action.
- Decision Quality: must possess the ability to work independently, establish priorities and demonstrate good judgment skills.
- Learning on the Fly: must be willing and able to take the initiative for learning, increasing knowledge and improving skills in a self-directed manner to improve performance and position added-value.
- Dealing with Ambiguity: ability to adapt and excel as a team player in a fast-paced and change-oriented environment.
- Influential: must be able to engage and influence peers through their knowledge WFM with analysis and recommendations. Ability to engage the audience in a collaborative discussion.
- Accurate: must demonstrate ongoing focus on accuracy, checking and rechecking for errors.
- Must be available to work varied shifts.
- This position requires a high level of professional integrity. Client and employee information must be kept confidential
-
Production Planning and Inventory Control
Natagpuan sa: Foundit PH A2 - 3 araw ang nakalipas
Inventory Exchange Holdings Taguig, PilipinasFunctional ScopeConducts regular review as required by the project of production capacity, capacity utilization vs. forecast and warehouse space utilization to be able to address any sudden increase and decrease in the clientsâ volume forecast. · Implements a monthly long term pr ...
-
Pre-Banded Packs
Natagpuan sa: Foundit PH A2 - 4 minuto ang nakalipas
Hindustan Unilever Taguig, Philippines, Pilipinas Buong orasBACKGROUND AND PURPOSE OF ROLE · The role of the Pre-Banded Packs (PBP) and Execution planner is to ensure stable supply of promo packs across all home care products and ensure raw and packaging materials are at optimized level. · Performance measurement: Maintain good service le ...
-
Production Planning and Inventory Control
Natagpuan sa: Talent PH S2 - 6 araw ang nakalipas
Inventory Exchange Holdings Taguig, Pilipinas Buong orasFunctional ScopeConducts regular review as required by the project of production capacity, capacity utilization vs. forecast and warehouse space utilization to be able to address any sudden increase and decrease in the clients volume forecast. · Implements a monthly long term pro ...
-
Sales Development Representative
Natagpuan sa: Talent PH A C2 - 4 oras ang nakalipas
Ayuda Business Management solution Inc Taguig, Pilipinas PermanentSales Development RepresentativeQualifications: · •Bachelor's degree in hospitality management, Event Planning, Marketing, or related field. · •Proven experience in event coordination, sales, or hospitality, with a focus on food and beverage services. · •Excellent communication, ...
-
Sales Development Representative
Natagpuan sa: Trabajos diarios PH C2 - 2 araw ang nakalipas
Ayuda Business Management Solution Inc. Taguig, PilipinasSales Development Representative · up to 40k- BGC, Taguig · Key Responsibilities: · Event Planning and Coordination: · Collaborate with clients to understand their event requirements, preferences, and expectations. · Develop customized event proposals, including menu options, bev ...
-
Sales Development Representative
Natagpuan sa: Trabajos diarios PH C2 - 5 araw ang nakalipas
Ayuda Business Management solution Inc Taguig, PilipinasSales Development Representative · Qualifications: · •Bachelor's degree in hospitality management, Event Planning, Marketing, or related field. · •Proven experience in event coordination, sales, or hospitality, with a focus on food and beverage services. · •Excellent communicatio ...
-
Workforce Planning Senior Associate
Natagpuan sa: beBee S2 PH - 5 araw ang nakalipas
EY Taguig, PilipinasAt EY, you'll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we're counting on your unique voice and perspective to help EY become even better, too. Join us and build ...
-
Workforce Planning Senior Associate 2
Natagpuan sa: beBee S2 PH - 5 araw ang nakalipas
EY Taguig, PilipinasAt EY, you'll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we're counting on your unique voice and perspective to help EY become even better, too. Join us and build ...
-
Workforce Planning Supervising Associate 1
Natagpuan sa: beBee S2 PH - 5 araw ang nakalipas
EY Taguig, PilipinasAt EY, you'll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we're counting on your unique voice and perspective to help EY become even better, too. Join us and build ...
-
Marketing Manager
Natagpuan sa: beBee S2 PH - 6 araw ang nakalipas
GSK Taguig, Pilipinas OTHERNom du site: Finance Center Building · Data de publication: Apr · As a Marketing Manager, you will lead the strategic planning and execution of integrated multichannel campaigns for promoted portfolio products across the assigned region. · This role will provide YOU the opportun ...
-
Project Management Specialist
Natagpuan sa: Talent PH A C2 - 2 araw ang nakalipas
NYXSYS PHILIPPINES Mandaluyong, Pilipinas PermanentEducation equivalent to four or five years of college (Bachelor's degree) in a relevant field and at 1-3 years of relevant experience in an IT environment is recommended.Project management certification is an advantage Strong soft skills: Leadership, facilitation stakeholder mana ...
-
Project Management Specialist
Natagpuan sa: Trabajos diarios PH C2 - 2 araw ang nakalipas
NYXSYS PHILIPPINES Mandaluyong, PilipinasEducation equivalent to four or five years of college (Bachelor's degree) in a relevant field and at 1-3 years of relevant experience in an IT environment is recommended. · Project management certification is an advantage · Strong soft skills: Leadership, facilitation stakeholde ...
-
Supply Planner
Natagpuan sa: beBee S2 PH - 1 araw ang nakalipas
TE Connectivity MAKATI CITY, PilipinasAt TE, you will unleash your potential working with people from diverse backgrounds and industries to create a safer, sustainable and more connected world. Job Overview · TE Connectivity is seeking a qualified Sr. Supply Planner. In this role, you will be responsible for establis ...
-
Procurement Officer
Natagpuan sa: Foundit PH A2 - 4 araw ang nakalipas
Lamoiyan Corporation Metro Manila, Pilipinas1. Sources, evaluates, recommends and accredits suppliers and alternative suppliers based on management directions, quality, price, ability to deliver supplies with good after sales service to ensure timely and continuous delivery of required materials. · 2. Monitors price incre ...
-
Shipping Operations Executive for Singapore Client
Natagpuan sa: Foundit PH A2 - 4 minuto ang nakalipas
MySigrid Manila, Philippines, Pilipinas Buong orasRequirements · MySigrid is searching for a highly organized and detail-oriented individual to join our team as a Shipping Operations Executive. The ideal candidate will be tasked with providing thorough documentation and operational support to facilitate seamless shipping transac ...
Workforce Management Near Term Planner - Cainta, Pilipinas - Percepta
Paglalarawan
Position SummaryThe Workforce Management Near-Term Planner has experience within WFM and has a solid understanding of various WFM functional areas such as service level management and strategic agent scheduling. The Near-Term Planner is an elevated role within WFM and will utilize their WFM expertise and knowledge to create near term forecasts and optimized schedule patterns for greatest efficiency and output
Duties and Responsibilities
Encompass Sections By WFM
Near Term Forecasting