Bell – Naga City, Camarines Sur –
At Quantrics, we consider our people our most important asset. Our focus is not only on creating a great customer experience – its about building and promoting a culture of constant team member growth, creating a sense of family, and working together to improve our lives and the lives of those in our local communities
We do not just offer a stellar working environment; we also offer amazing benefits and very competitive compensation packages. We also make employee advancement and overall wellbeing a priority because we value our employees above all else.
Are you someone who can plan and monitor for short term and long term forecast?
Are you a scheduler who can manage seat allocation to maximize seat utlization ratio?
Do you have the ability to liaise effectively with other department to drive result? Put your organizational skills to the test! As the Scheduler, you will be responsible for monitoring and managing the schedules of Quantrics’ team of agents.
A major part of your tasks is to ensure that agents are scheduled accordingly to meet our business requirements, thus enabling them to deliver superior customer service.
To accomplish this, you will regularly meet with internal and external stakeholders, provide insight into future capacity, and ensure the delivery of all pre-planned offline activities. Also, a deep familiarity with local labor laws related to agent schedules is a major asset.
You will have an opportunity to… Forecast staffing needs throughout a constantly changing environment Analyze volume patterns by gathering data from workforce management tools.
Staff the appropriate number of agents at the proper time based on recent/historical capacity drivers
Analyze call center trends to predict long-term and short-term staffing needs, as well as flag any changes that may impact resource allocation
Recommend solutions to scheduling conflicts and/or special scheduling requests
Work closely with the Operations team to build staffing strategies that take into account all possible variables that may affect staffing and call volume projections
Work with Quantrics Operations Team and Client Intraday Team to identify, analyze, and mitigate issues affecting our ability to meet requirements
Monitor Agent Shrinkage and Attrition results to plan adequate capacity Ensure that pre-planned activities are completed without impacting our ability to meet requirements
Production of ad-hoc and regular Schedule reporting
Be an expert and advocate on any and all factors affecting our agents satisfaction with schedules You will be a great fit on our team if… Flexibility to work autonomously in a start-up environment, where constant change abounds
Experience with forecasting and scheduling in a call center is required
Experience working with call center reporting and metrics is required Associates Degree in a related field (preferably with 1 year of experience)
Flexibility to work overtime based on the business needs of the department Proficient with Microsoft Office Customer service mindset – ability to address and resolve employee scheduling concerns
Experience with NICE Workforce Management is an asset Fluent in the English language (both written and verbal)
Strong multi-tasking, prioritization, and time management skills are essential Ability to work in a 24/7 rotating shift environment.
Night shifts may be required.
Ability to operate independently, with the decision making skills needed in potentially high stress situations
Detail- and process-oriented mindset
Proactive and action-oriented with a proven ability to work with minimal supervision and direction If this role sounds interesting to you, please click apply.
We’d love to hear from you! Quantrics is committed to fostering an inclusive, equitable, and accessible environment where all employees and customer feel valued, respected, and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live and serve, and where every team member has the opportunity to reach their full potential. – Permanent – Full-time