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Scheduling Analyst

Transcom Worldwide Philippines, Inc.

Mandaluyong City, Metro Manila

Posted over a month ago


Educational Attainment

College Graduate

Min. Work Experience

1 year

  • Minimum 1 year experience in forecasting and scheduling
    extensive background in RTA and scheduling in at least 2 WFM System (eWFM, Verint, IEX, Teleopti, Genesys)
    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.

Scheduling Governance

  • Responsible creating, maintaining, processing, accommodating and managing schedule bids, adjustments, assignments and swaps
  • Generates, presents and publishes Intraday Performance files for RTA and operations guidance and provides recommendations for overtimes and staff downs
  • Pre plots off phone activities and provide support for operations initiatives
  • Publishes 7-day rolling deviation for staffing guidance (file creation only) reflecting any changes in the roster
  • Vacation leave tracker/calendar maintenance and governance

Roster and System Management and Maintenance

  • Maintains and publishes campaign’s master roster and attrition file
  • 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

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.

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 realtime team to ensure plans and initiatives are being driven and followed through
  • Act as Workforce Supervisor back up and campaign Point of Contact


Additional Specific Duties & Responsibilities

  • Hold a high level of morale.
  • Provide feedback to Corporate Governance on ideas for improving standards and processes.
  • Commit to Transcom objectives.
  • See yourself as a support function, the principle of service and support is one of your internalised values.

Skills Required

Analytical Skills (Advanced)
Communication Skills (Intermediate)
Schedule and Roster Management (Advanced)
Job Description

This position will be responsible in 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 minimum 1-week look ahead for short term planning and schedule management.

Job Details

Job Location

Mandaluyong City, Metro Manila

Employment Type


Job Category

Human Resources

Work Schedule

Amenable to Any Shift

Position Level


Job Perks

HMO Coverage Day 1

Free Shuttle Service

Free meals for employees with perfect attendance

Transcom Worldwide Philippines, Inc.
Company Size
10,001+ Employees

Transcom is a global customer experience specialist, providing customer care, sales, technical support and credit management services through our extensive network of contact centers. We are 30,000...

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