Forecast Planner at Global Payments

Quezon City, Metro Manila, Philippines

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Payments, Financial ServicesIndustries

Requirements

High School Diploma or Equivalent
Typically Minimum 6+ Years Relevant Experience
Experience in the use of Management Information Technology
Associate's Degree (Preferred)
Statistics or equivalent experience (Preferred)
Typically Minimum 8+ Years Relevant Experience (Preferred)
Experience in call center resource management (Preferred)

Responsibilities

Compiles staffing level requirement forecasting and workplace scheduling in call-center environments
Prepares reports to determine call volume, calling patterns, service trends, and staff productivity
Tracks vacation schedules, shift change requests, and monitors new-hire, holiday, and seasonal shift needs
Updates and maintains scheduling database with current information
Oversees the administration of the call center phone system
Addresses all unplanned changes/adjustments to scheduling and call volumes and drives service levels through the adjustment of staffing
Assists management by managing the day-to-day operations by monitoring adherence to schedules, service levels and incoming call volumes
Mentors and provides training to less experienced Workforce Planning Support Specialists
Analyzes call center data to identify work flow anomalies and establish call volume trends to forecast staffing levels, reduce variances from schedules and increase effective use of staff resources
Establishes repeatable processes for data mining, assists management with creation of defined processes and procedures
Creates, reviews, and presents to management reporting that may include dashboard reporting, scorecards, and presentations of call center statistics
Recommends, reviews and implements additional reports, dashboards and scorecards to enhance the reporting capabilities of the team
Leads improvement initiatives, recommends the best course of action and implements efficiency enhancements
Meets the business needs of internal and external clients by making recommendations for improving workforce utilization for proper shift coverage
Monitors workflows, service levels, call volumes and schedule adherence of Customer Service Representatives (CSRs) to proactively determine, recommend and implement resource and schedule adjustments
Maintains the Workforce Planning Tools by entering real-time exceptions (absence, tardiness, early departure, meetings, overtime, call outs, etc.)
May assist management by serving as the escalation contact for requests such as time off, shift trades, and intraday scheduling changes