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WorldRemit // digital money transfer service
 
Cebu    Posted: Thursday, July 18, 2019
 
   
 
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JOB DETAILS
 

Position Summary:

  • Generates schedules & ensuring adherence to service goals & CS requirements.

Responsibilities:

  • Provide agents with a working schedule for the business week, incorporating all CS requirements (i.e. retraining, coaching, callback, etc) as well as forecasting & scheduling assumptions.
  • Analyze volume arrival & other pertinent patterns by gathering data from WFM tools.
  • Staffs the appropriate number of agents at the proper time based on recent/historical volume arrival patterns.
  • Regularly monitors trends & flags any changes that may impact resource allocation.
  • Recommends solutions to scheduling conflicts and/or special scheduling requests.
  • Coordinates with CS POCs for activities (i.e. phone, non-phone) that needs to be scheduled.
  • Gathers, complies & processes all headcount reports, leave, & schedule requests.
  • Provides CS team with realistic schedules based on current manpower resources & performance.

Requirements:

  • At least 2 years in College, Associate Degree and/or Bachelors Degree.
  • With 1 year of Workforce Capacity Planning experience.
  • Willing to work on a shifting schedule.
  • Excellent Stakeholder Management experience.
  • Knowledge of WFM tools & systems (preferably Teleopti).
  • Good English Communication Skill.
 
 
 
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