Job Description

Total Staff(s) Needed: 1 Type of Account/Industry: Other Target Start Date: ASAP Workplace: Onsite Schedule: Flexible Type of Employment: Full time (40 hours per week) Perks of working at Telework PH: - Basic salary TBA (depending on experience) + 2K allowance (non-negotiable) - Bonus and Incentives depending on Performance* (TBA - client's discretion) - Government mandated benefits - OT Pay, Holiday Pay, 13th Month Pay, Night Differential Pay - Paid Leaves (VL and SL) every month which are convertible to cash, after 1 year of service if unused* - Life Accident Protection Plan under Sunlife with Tendopay* - HMO upon regularization* - Annual Salary Increase* Responsibilities Planning - Collect and analyze historical data (volume, service level, shrinkage) for forecasting. - Generate accurate long-range, short-range, and hiring/training forecasts. - Prepare capacity plans and calculate required FTEs. - Develop, update, and deliver staff schedules and rosters - Schedule agents and activities based on forecasted volume patterns. - Monitor and report on scheduling KPIs (e.g., efficiency, service levels). Real-Time / Intraday Management - Monitor agent log-ins/outs, adherence, and task handling in real time. - Address non-adherence, logout issues, and escalate as needed. - Recommend skill changes to optimize staffing. Attendance & Adherence - Track attendance, absenteeism, and shift swaps accurately and on time. Requirements Experience: 2+ years in a contact center; at least 1 year each in resource planning and real-time management. Technical: Strong statistical/numerical ability, proficient in MS Office (Word, Excel, Outlook) and Google tools. Core Skills: Strong communication, interpersonal, and influencing skills. Detail-oriented, organized, able to prioritize under pressure. Independent, self-motivated, problem solver, quick learner. Flexible to adapt to changing demands and work outside regular hours if needed. Strong teamwork mindset with cross-training capabilities. 1. Apply to this job. 2. If qualified or shortlisted, you will receive an assessment link from the recruitment team 3. Initial Interview. 4. Final interview with the client. 5. Job offer/Contract will be sent. *Terms and conditions apply.

Skills

• Project Scheduling - 2 years
• Staffing
• workforce management - 2 years