Workforce Scheduler

Industry Category	Computer / Information Technology	Position	IT-Network / Sys / DB Admin
Recruitment Department		Number Of Recruits	several
Work Location	All Cities	Nature Of Work	Full Time
Gender Requirements	Male	Marriage Requirement	No marital status restrictions
Education Level	College Diploma	Work Experience	No work experience restrictions
Age Requirement	Above 18 years old	Salary Package	Negotiable
Updated Date	2022-09-27	Valid Until	Long-term validity

The Workforce Scheduler forecasts production volumes, trends and average handle times to determine workloads for assigned Operations function. The incumbent will schedule production staffing to ensure resources are efficiently allocated and market queues are adequately staffed to handle forecasted production volumes.RESPONSIBILITIES:Create long-range (annual) forecasts, one-to-three years out, mid-range forecasts and current projections. Using forecasting logic, the Workforce Scheduler will also make short-term projections.Forecast various production workloads and to identify cyclical and seasonal trends, and adjust forecasts as needed.Assist assigned Operations department management with staffing models, loading the appropriate historical volumes and patterns into the scheduler to project month-over-month variances.Using scheduling software, generate schedules, determine the appropriate shift types and the number of shifts required to meet service levels by market and at the campaign level.Identify needs for overtime, PAL and staffing adjustments, such as Voluntary Time Off, in advance and incorporates into scheduling batches. Determine the time off, shrinkage and update the time off calendar in advance of the time. Advise and/or approve/deny time off requests in advance, based on objective analysis.Routinely evaluate service level outcomes by interval to identify production volume variable changes, balance workloads, and recommend realignments where needed.Schedule workforce training and other activities without risking service levels. When large scale training and other initiatives require the use of other service area staffing, coordinate efforts by effectively communicating market/campaign needs between service areas.Track and report forecasted verses actual production volume trends by market, campaign and site. Perform root cause analysis to identify the reasoning for poor service levels.Monitor attendance and tardiness by day and interval, adjust for staffing challenges, update scheduling database and generate attendance reports.Set up sites, markets, campaigns, new queues (skills) and remove obsolete skills from the Workforce Management Scheduling application.Participate in Workforce Management Scheduling application patches and other network upgrades and prepare for implementations; following system enhancements perform testing to identify any glitches associated with the upgrades and then report results to systems support team.Participate in Workforce Management Scheduling application patches and other network upgrades and prepare for implementations; following system enhancements perform testing to identify any glitches associated with the upgrades and then report results to systems support team.Perform other duties as assigned. Designs and/or improve report templates to effectively presentREQUIREMENTS:At least 1 year of experience in the call center industry or employed in VXI for at least 6 months with no outstanding disciplinary records in present department.Must have Workforce Management backgroundProven analytical skills.Project-based knowledge of metrics or key measures for success.College graduate of any course; or subsequently completing a college degree in any course.Operational knowledge in computer software such as Microsoft Office.Operational knowledge in CMS, Blue Pumpkin Activity Manager, IEX, EWFM and any other WFM related tools used for monitoring and data capture.Must be flexible and ensures to meet the current and future demands of the business and team that is being supported.

Welcome to VXIAt VXI, we pride ourselves in helping our client partners develop technologies and customer care services that enable them to manage their business and customer relations more efficiently.We leverage our deep understanding of our clients’ challenges and opportunities, and we respond by designing custom solutions empowering our clients to respond with agility to swiftly changing market trends and ever-increasing customer demands.Headquartered in Los Angeles and with over 28,000 employees worldwide, our integrated service centers support all customer engagements in multiple languages in the United States, Philippines, Jamaica, Guatemala, and China.Our innovative solutions and professional teams enable our clients to focus on their most critical business goals, grow market share, increase geographical diversification, and lower costs while maintaining the highest of quality standards.We are confident in our abilities to make a significant contribution to your business growth. Contact us today to find out how we can be partners to achieve your success.The VXI StoryVXI Global Solutions, formerly Multi-Cultural Marketing, was initially created as an integrated customer contact center in 1998. We rapidly grew our vertical market expertise and language capabilities, specializing in call center and BPO services, multilingual support, software development, quality assurance testing, and infrastructure outsourcing. It didn’t take long for us to join the ranks of the top 50 telemarketing companies in the United States.In 2001, we rebranded to VXI Global Solutions, Inc. to better reflect the breadth and sophistication of services and solutions that we provide to our clients.Continuing on our growth path, VXI expanded operations into China in 2005 by acquiring the necessary licenses to operate throughout the country. Our experience in the Chinese market has allowed us to assist multinational companies looking to expand their reach into one of the world’s largest global economies shaping the next phase of their growth.In 2013, Bain Capital made a minority investment to help the company add experienced personnel, expand our geographic footprint, and to invest in best-in-class technologies and processes. VXI acquired global ITO and R&D technology development company Symbio in December 2014. The move signified an expansion in our programming and technology development strategy.With over 28,000 people across 42 locations worldwide, VXI Global Solutions is one of the fastest growing, privately held business services organizations in the United States. Today, our client partners rely on our complete range of customer management contact center and technology solutions to retain and grow their customer base while maintaining the highest level of quality and operational excellence.Our Mission:Together with our partners we design, build, implement and support innovative customer engagement platforms by seamlessly integrating customer insights utilizing our robust technology and world class business services.Our Values:Excellence: From how we develop our talent to how we push ourselves to provide the best, most innovative products and reliable support, we constantly set the industry standard.Agility:  We’re receptive and responsive to ever changing markets, technologies and customer desires, and possess the flexibility to scale from start-up to enterprise-sized challenges.Teamwork:  We value close collaboration among our diverse set of talents and perspectives, and encourage respectful debate in pursuit of a common goal.Integrity: In each interaction whether it be with clients or with our peers-we are honest, accountable and manage expectations to foster a positive and productive work environment.Inventiveness: We believe in the power of curiosity and proactive exploration to find the greatest potential of an idea or support solution-we never stop asking if things can be better.In 2003, VXI expands in the Philippines with a 50-seat OB sales operation, scaling to 600 seats in less than a year. Now, VXI Philippines has 13,000 employees and growing.METRO MANILANORTH EDSA:  G/F Panorama TechnoCenter, 1029 EDSA, Quezon City.MAKATI: G/F Makati Cyber Two, EDSA Buendia, Makati CityMOA: G/F, Five Ecom Center, Pacific Drive, MOA Complex, Pasay CityDAVAOROBINSONS LANANG: 2/F Robinsons Cybergate Lanang, Davao CitySM ECOLAND: 2/F Annex SM city Davao, Ecoland, Davao CityFELCRIS CENTRALE: G/F Felcris Centrale Mall, Quimpo Boulevard, Talomo, Davao CityCLARKSM City Clark: Ground, SM Techno Hub 6, Malabanias, Angeles City, Pampanga