The role is responsible for all forecasting, scheduling, interaction volume monitoring, and adjusting. Including responsibility for determining and communicating work schedules and resource allocation across all servicing channels and interaction queues. Responsible for working with site leaders to ensure adequate staff, contingency plans, and workflow monitoring.
Responsibilities
Forecasting
Forecast interaction and case management volumes and resource requirements based on historical data/metrics and current trends (i.e., customer trends, upcoming events, sales and, seasonality), ensuring a detailed forecast produced a minimum of 3 months in advance, with an aim to provide a medium-term forecast of 12 months in advance. Perform historical analyses of performance data to identify trends/patterns, and make appropriate recommendations (i.e.., interaction volumes, intraday patterns, root cause analysis), ensuring a consistent flow of work on all major channels (i.e. emails, phones, live chat, case management) Scheduling and Capacity Planning
Implementing and maintaining a consistent and effective resource schedules, ensuring staffing levels are adequate to meet customer and business expectations Development and delivery of comprehensive and effective rosters and break schedules, including conducting gap analysis and solution implementation Use workforce management software and call volume history data to manage intraday staffing levels and develop effective methods to meet resourcing requirements WFM Systems and Tools
Demonstrate understanding of call routing processes and skill designs (e.g., holiday hours, emergencies, weather, troubleshooting of misrouted calls. Utilize call center tools to observe agents actual state compared to agents scheduled state. Reporting & Insights
Development of performance metrics reporting (i.e, AHT, ASA, service levels, performance guarantees, abandon rates, call defect rates, adherence), geared towards data analysis and the identification of actionable insights. Perform real-time analyses of performance data (i.e., intra-day activities, schedule adjustments and perform trend analysis), providing direction to Real-Time Analysts and WFM & Reporting Lead to proactively improve day-to-day performance metrics Working as part of the Reporting Team in the development of the reporting and dashboards suites Demonstrate understanding of applicable business strategies, goals, and processes as they relate to workforce management Others
Comply with the terms and conditions of the employment contract, company policies and procedures, and all directives (such as, but not limited to, transfer and/or reassignment to different work locations, change in teams and/or work shifts, policies in regard to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so
Qualifications
Bachelors/College Degree in any field
At least 1 to 2 years of working experience in a similar position
Excellent verbal and written English communication skills
Basic understanding of instructional design
Proficiency in MS Office Applications and technical aptitude
Ability to address small to large groups of people with confidence
Positive working attitude and customer service-oriented
Strong business acumen
Credibility with senior and middle managers and able to build strong relationships quickly
Knowledge and ability to manage all aspects of the training and development life cycle
Commitment to service and a flexible can-do attitude to respond to business needs
Detail-oriented and able to multitask with strong administrative and organisational skills
Self-starter who is energetic, enthusiastic and driven
Able to work independently and as part of a team
Unlock Global Potential with HGS
We are HGS Offshore Staffing Solutions, a premier global partner in building offshore teams in the Philippines, with over 1,500 professionals across Metro Manila and Cebu.
Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.
At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.
