Call Center Workforce Scheduler - Pasay City

Create short-term to long-range forecasts for workload, headcount requirements, AHT trends, shrinkage inputs, and occupancy. Routinely evaluate interval-level attainment against targets to identify production volume changes requiring workload reassessment. Track and report forecasted versus actual production volume trends by line of business and campaign, performing root cause analysis to recommend turnaround actions. Monitor attendance and tardiness, adjust for staffing challenges, update the scheduling database, and generate attendance reports. Generate schedules using IEX software to determine shift types and quantities needed to meet service levels by line of business and campaign. Clean headcount rosters, load historical volumes to project month-over-month variances, and ensure operational staff are positioned effectively with minimal overtime. Coordinate agent development activities within budget, identify needs for overtime and staffing adjustments, and approve or deny time-off requests based on objective analysis. Conduct regular meetings with departmental partners to review staffing models, address potential risks to service levels, and execute corrective action plans.