IBEX

Biotech company: antibodies and gene therapy

WFM Scheduler

Business OperationsUpdated on Nov 6

Full-timeParañaque, Metro Manila, PhilippinesNo salary listed

About the Job

Requirements

A bachelor's or associate degree in any field, or equivalent work experience.
At least 1 year of experience specializing in forecasting and resource planning in a call center environment.
At least 1 year of intraday management experience.
Willingness to work a permanent graveyard shift.
Willingness to be assigned in Pasig and travel occasionally to different sites.
Advanced knowledge of Microsoft Office, especially Microsoft Excel, and relevant workforce tools such as IEX and CMS.
Knowledge of problem-solving processes.
Knowledge of manual scheduling.
Strong communication skills.
Above-average reporting skills.
Excellent analytical skills.
Effective organizational and time-management skills.
Ability to work on several projects simultaneously.
Ability to make sound and accurate decisions in any given circumstance.
Ability to exhibit professionalism.
Ability to work with a team.
Ability to communicate effectively and professionally with internal and external associates.
Ability to work independently with minimal supervision and meet multiple deadlines in a high-pressure environment.

Responsibilities

Mechanize the collection of historical data for trending, including call volume, average handle time, service level, and shrinkage factors, down to the interval level.
Normalize historical data to account for abnormal occurrences and document those occurrences for future trending and management of similar situations.
Standardize methods for trending call volume, average handle time, service level, and shrinkage.
Customize trending formulas by program using appropriate historical data periods, and mechanize tools to identify forecasting patterns.
Document data details to support accurate future forecasts.
Stay informed about the business and forecasted industry trends.
Involve clients in trending exercises.
Use trends to forecast baseline volume, average handle time, and shrinkage factors for a 13-month rolling period at a weekly level.
Consult with clients, including Marketing, Research and Development, and Budget, Support Teams including Training, Recruitment, IT, and Telecoms, and Operations, including Site Directors and Operations Managers, about factors affecting forecasts.
Review the full 13-month forecast with Operations at least monthly.
Hold weekly or biweekly meetings during ramp periods or when targets are not being met.
Document assumptions, concerns, and issues discussed at meetings.
Discuss program headcount to determine weekly production attrition rates during hiring plan meetings.
Discuss skill-set assignments for multi-skilled programs during hiring plan meetings.
Discuss the hiring status of planned additional headcount during hiring plan meetings.
Discuss headcounts in ongoing training classes to determine training attrition rates during hiring plan meetings.
Discuss Abay duration, on-phone time, and Abay agent status during hiring plan meetings.
Assess the effects of learning curves, including increases in average handle time due to new hires.
Assess the effects of scheduling methods, such as team-based schedules and paired days off, on full-time-equivalent requirements.
Obtain Operations' final approval on assumptions used.
Feed forecast data into the hiring plan file.
Use Resource Planner-provided vacation and paid-time-off allotments.
Develop input for the budget-planning process.

Overview

The Workforce Scheduleris responsible for maintaining the hiring plans, developing rolling forecasts, generating schedules, maintaining rosters, and the like on a weekly basis. The focus is to provide guidance on staffing levels needed by each program he supports to achieve all client metrics while balancing it with internal productivity goals.

Responsibilities

Historical File:

Mechanize the collection of all historical data for trending – call volume, AHT, Service Level and shrinkage factors. Trending needs to be provided down to the interval level.
Normalize historical data for abnormal occurrences but document for trending that can be used to manage similar future situation

Trending:

Standardize the methods to be used for trending call volume, AHT, service level and Shrinkage
Customize the formulas by program as to historical data to be used for trending (4 weeks prior, 3 months prior, etc) Mechanize tools for identifying patterns that can be used for forecasting.
Document the details behind the data to ensure we are able to accurately forecast into the future.
Know the business and the forecasted industry trends
Involve client in trending exercise

Forecasting:

Based on trend, predict the baseline volume, AHT and shrinkage factors for a 13-month rolling period at a weekly level. Consult with all areas that could impact any of the components to forecasting - client (Marketing, R&D, Budget restrictions), Support Teams (Training, Recruitment, IT and Telecoms, etc.) and Operation (Site Director and/or OMs)
Review with Operations the full 13-month forecast at least once a month.
During ramp or when targets are not being met a weekly or biweekly meeting is required
WFM to document all assumptions, concerns and issues discussed at meetings
During Hiring plan meetings the following items will be discussed:
- Program headcount to determine weekly production attrition rates
- Skill set assignment (on Multi Skilled programs)
- Hiring status of planned additional headcount
- Headcounts of ongoing training classes to determine training attrition rates
- Duration of Abay, on-phone time and status of Abay agents
- Learning curve impacts (increase in AHT due to new hires)
- Assess impacts of scheduling method on FTE requirements (team-based, paired days off etc
Operations to provide final approval on assumptions used
Forecast data will be fed into the hiring plan file
Resource Planner to provide Vacation/PTO allotments
Develops input to budget planning process

Qualifications

REQUIREMENTS:

Bachelor’s /Associate Degree (any field) or equivalent work experience
At least 1 year experience specializing in Forecasting and Resource Planning in a call center environment
At least 1 year Intraday management experience
Willing to work in permanent graveyard shift
Willing to be assigned in Pasig and open for ocassional travel to different sites

Knowledge

Advanced knowledge in MS Office (especially MS Excel and relevant WF tools such as IEX and CMS).
Knowledge in problem solving processes
Manual Scheduling

Skills

Strong communication skills
Above average reporting skills
Excellent analytical skills
Must possess effective organizational skills and time management skills

Abilities

Ability to work on several projects simultaneously
Ability to come up with sound and accurate decisions in any given circumstance
Ability to exhibit professionalism
Demonstrated ability to work with a team
Demonstrated ability to communicate effectively and professionally with internal and external associates
Ability to work independently with minimal supervision, meeting multiple deadlines in a high pressure environment.

About the Company

IBEX

Biotech company: antibodies and gene therapy

Ibex Biosciences focuses on discovering, validating, and producing biotechnology solutions for health and ecological challenges. Its product portfolio includes therapeutic antibodies, gene therapy, and stem cell programs, as well as diagnostic antibodies for Immunohistochemistry (IHC) to improve biopsy accuracy. The company advances its products by conducting exploratory R&D on projects that may not yet be validated in public research, then develops and commercializes these technologies through licensing, partnerships, and direct sales to healthcare and research institutions. A key differentiator is Ibex’s diversified, internally driven pipeline and its mix of therapeutics and diagnostics, alongside active engagement in grant funding and patenting. The company’s goal is to bring proprietary biotech innovations to market to enhance patient outcomes and health-related research, addressing significant cancer-related and other health challenges.

Company size: 1-10
Company stage: Early VC
Total funding: $4.2M
Headquarters: North Bethesda, MD
Founded: 2015

Recently Posted Jobs

Explore more opportunities at IBEX

See more jobs