Scheduling Analyst - Manila, Philippines

Location: Philippines, Pasig- Tiendesitas

Job category: Operations


Transcom is looking for talented individuals like you to join our awesome team! Be the next Scheduling Analyst for our Transcom Pasig site.

What's in it for YOU!

Driven by our "Malasakit" culture, we make certain that our team members are well-cared for. Hence we are proving these employee benefits, which you'll be able to utilize once you join our team! 

  • Day 1 HMO

  • Meal & Transportation Allowance

  • Rice Subsidy

  • Clothing Allowance

  • 24/7 Teleconsult

  • Free Psychologist Consultation

  • In-house & Online Pharmacy

  • Scholarship Program

  • Retirement Fund

  • Free Meal & Medicine (through Transcom’s Tap Card Rewards)

  • Loyalty Incentives

  • Accidental & Life Insurance

  • Free Shuttle Service

Join our Transcom Family as a Scheduling Analyst!

This position will be responsible for maintaining optimized and accurate schedules as well as system and roster maintenance. They will support and create short terms plans based on their analysis and recommendations from the Long Term Strategic Planners. Will provide guidance to the Real Time Analysis team ensuring all pre planned activities are met and optimized. Responsible for a minimum 1-week look ahead for short term planning and schedule management.

Primary Duties & Responsibilities:

Scheduling Governance ● Responsible for creating, maintaining, processing, accommodating and managing schedule bids, adjustments, assignments and swaps for all future weeks. ● Generates, presents and publishes Intraday Performance files for RTA and operations guidance and provides recommendations to address projected over and understaffing after optimization ● Initiates, facilitates, recommends, analyze and evaluate shift bids and it’s results ● Pre plots off phone activities as agreed upon on capacity calls and provide support for operations initiatives ● Vacation leave tracker/calendar maintenance and governance

Roster and System Management ● Maintains and publishes campaign’s official master roster for scheduling, capacity planning and other purposes ● eWFM, CMS and all WFM related system profile creation, maintenance and providing the correct security profiles/accesses ● Aligns master roster file, eWFM and SAP roster and ensure all statuses and information are correct and accurate

Teamwork and Collaboration ● Maintains an open communication with all departments ensuring all WFM impacting and related initiatives are supported and properly guided ● Provides guidance and coordination with the real-time team to ensure plans and initiatives are being driven and followed through ● Act as Scheduling Assistant Manager/Manager/Senior Manager back up and campaign Point of Contact in absence of the functional leaders

Campaign Performance Management ● Supports the overall performance of the program as aligned to the financial, servicing, and delivery targets on a short term planning perspective ● Ensure that schedules are published on time or provide the necessary communications on delays and turnaround time ● Drives consistency with adherence to WFM SOP

What we are looking for:

To be successful in this role you must…

Educational Background: ● University degree or equivalent higher qualification
Work Experience: ● Minimum 1 year experience in forecasting and scheduling preferably using Excel and Erlang. ● Minimum of 2 years as a real time analyst managing and supporting a campaign ● System Knowledge Requirement: extensive background in RTA and scheduling in at least 2 WFM System (eWFM, Verint, IEX, Teleopti, Genesys) ● Additional Requirements: extensive knowledge and experience in schedule and roster management and supporting more than 2 lines of businesses or 2 sets of IDPs with different KPI requirements.
Skills Requirements: ● Strong skills in using Excel to create and maintain historical data and forecasting models. ● Applied knowledge of predictive statistics will be a strong advantage. ● Knowledge of inbound call center environments is preferred. ● Actuarial/Statistics/Math background will be an advantage.

What Life at Transcom is like!

At Transcom, we’re relentlessly committed to our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care, and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.

We are highly driven by our "Malasakit" culture. Transcom, in its very core, is all about an inclusive team that is focused on people. It all comes down to setting the bar for dignity, equality, and respect. It means that each one takes part in proactively shaping, cultivating, and building the company we want to work and live in. This is why genuine concern is so vital to us.

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