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Sr WF Coordinator

Req ID#:  275789

Baguio City, PH, 2600

Operations

Sr WF Coordinator

About Us

Job Summary

Monitor scheduling accuracy to meet intraday requirement and adjust schedules based on call arrival pattern to meet/maximize capacity to handle volume demand.
Optimize schedules and manage to align staffing to requirement by reviewing over/under results. Review and provides staffing variances analysis and recommendation to meet short term staffing demand while working closely with account leaders.
Under supervision, prepares and maintains statistical reports used in management decision-making.  Investigates and analyzes data and decides upon alternatives to complete assignment.  Assemble and assess statistical information from system databases and other sources.  Independently plan, prepare and maintain business unit reports critical to Sitel success and profitability and critical to meeting our client’s expectations. Communicates directly with supervisor and/or manager regarding agent standards/productivity. Produce and post weekly associate schedules and optimize those schedules in an ongoing basis.
Focuses on maintaining, entering and managing associate information and schedule requests within each campaign and IEX/scheduling/WFM tool used by the account.
Responsible in publishing agents schedules.
The focus of this position centers on maintaining, entering, and managing associate schedules within the account, site or multi-site multi skill environment, each campaign and IEX or account specific WFM tool to manager client KPIs and Sitel costs.
Additional responsibilities include, but are not limited to: entering new hires and processing terminations within IEX/account scheduling tool, approving shift swaps within the center, processing PTO requests within IEX/account scheduling tool prior to final schedule runs, updating associate schedule rankings internally/externally to IEX/account scheduling tool, updating associate proficiencies/availability profiles, maintaining associate mapping tables and ensuring that associates are assigned to the correct campaigns.

Primary Job Responsibilities

Typical Qualifications: 

Education:  College Studies preferred and/or related experience.

Experience Target (in this job or a related function/field):

External: Call center experience with at least two years scheduling experience.   Clerical and mathematical experience.

Internal: At least 1-2 years as an RTA and familiar with workforce tools and utilizes scheduling tool for off phone adjustments and exceptions

Skills(identify essential skills required, and identify additional skills that enable success in performing this job)

Strong computer, communication and analytical skills.  Experience with Microsoft Excel.  Experience with computerized scheduling tools, IEX preferred.  Strong interpersonal skills.

Skills/Knowledge/Abilities

    Education

    Experience Target

      Specialized Certifications

        Sr WF Coordinator

        Get to Know Us

        We are Sitel. Our 80,000 people across the globe connect many of the world’s best-known brands with their customers – 3.5 million times every day. As a global leader in customer experience (CX) management, we deliver experiences through voice, chat, social media and for 400+ clients, from Fortune 500 companies to startups.

        Job Snapshot

        Employment type
        • Full-Time

        Locations
        • Pasig
        • Quezon City
        • Mandaluyong
        • Tarlac
        • Baguio
        • Palawan

        Compensation and Benefits

        Well done
        • Competitive compensation package
        • Performance incentive plans
        • Rewards and recognition programs

        Get well
        • Coverage for Same Gender Partners and Domestic & Common-law Partners
        • HIV/AIDS coverage
        • Voluntary enrollment of over-aged dependents
        • Mental Health coverage
        • Solo parents can enroll both parents and children
        • Unlimited formulary medicine and medicine reimbursement
        • Optical and dental coverage
        • Bereavement assistance

        Well-being
        • Salary loans from our partner financial institutions
        • Sitel Perks associate discount program
        • Sitel Fit program
        • State of the art site facilities
        • MAX (My Associate Experience)

        Well-rounded
        • Track training programs
        • Access to My Academy and Empower Center
        • My Associate Experience Learn Program


        Job Segment: Clerical, Call Center, Administrative, Customer Service

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