Transcom

Outsourced AI-driven CX solutions provider

Scheduling Analyst

Business OperationsUpdated on Nov 14

Full-timeManila, Metro Manila, PhilippinesNo salary listed

About the Job

Requirements

A university degree or equivalent higher qualification.
At least 1 year of experience in forecasting and scheduling, preferably using Excel and Erlang.
At least 2 years of experience as a real-time analyst managing and supporting a campaign.
Extensive background in real-time analysis and scheduling using at least 2 workforce management systems, such as eWFM, Verint, IEX, Teleopti, or Genesys.
Extensive knowledge and experience in schedule and roster management, supporting more than 2 lines of business or 2 sets of IDPs with different KPI requirements.
Strong skills using Excel to create and maintain historical data and forecasting models.

Responsibilities

Create, maintain, process, accommodate, and manage schedule bids, adjustments, assignments, and swaps for future weeks.
Generate, present, and publish intraday performance files for real-time analysis and operations guidance, and recommend actions to address projected overstaffing and understaffing after optimization.
Initiate, facilitate, recommend, analyze, and evaluate shift bids and their results.
Pre-plot off-phone activities agreed upon during capacity calls and support operations initiatives.
Maintain and govern the vacation leave tracker and calendar.
Maintain and publish the campaign’s official master roster for scheduling, capacity planning, and other purposes.
Create and maintain eWFM, CMS, and other workforce management system profiles, and provide the correct security profiles and access.
Align the master roster file, eWFM, and SAP roster, ensuring statuses and information are correct and accurate.
Maintain communication with departments to support and guide workforce-management-impacting initiatives.
Guide and coordinate with the real-time team to ensure plans and initiatives are carried out.
Serve as backup for the Scheduling Assistant Manager, Manager, or Senior Manager and as campaign point of contact when functional leaders are absent.
Assist in defining, managing, and achieving client-required performance objectives.
Research, develop, and implement operational and technical processes.
Conduct analyses, prepare reports, and communicate with internal clients to provide consultative services.
Update documentation and develop operational support policies and procedures; lead and coordinate intra- and interdepartmental process changes.
Deliver commitments made to the Operations Leadership team.
Maintain quality assurance processes to ensure customers are informed of issues that directly affect services, and maintain staffing and program ratios against established targets.
Act as a program resource during new projects or ramps, engaging appropriate resources as needed.
Provide effective communication and feedback to staff, and prepare and present written and verbal communications to clients and colleagues.
Communicate about Transcom and projects at short notice and under pressure.
Support program performance against financial, servicing, and delivery targets through short-term planning.
Ensure schedules are published on time or communicate delays and turnaround times.
Drive consistency with workforce-management standard operating procedures.

Desired Qualifications

Applied knowledge of predictive statistics.
Knowledge of an inbound call center environment.
An actuarial, statistics, or mathematics background.

Description

Transcom is looking for talented individuals like you to join our awesome team! Be the next Scheduling Analyst for our Transcom Pasig site.

Join our Transcom Family as a Scheduling Analyst!

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

Essential Duties & Responsibilities:

Scheduling Governance

- Responsible for creating, maintaining, processing, accommodating and managing schedule bids, adjustments, assignments and swaps for all future weeks.

- Generates, presents and publishes Intraday Performance files for RTA and operations guidance and provides recommendations to address projected over and understaffing after optimization

- Initiates, facilitates, recommends, analyze and evaluate shift bids and it’s results

- Pre plots off phone activities as agreed upon on capacity calls and provide support for operations initiatives

- Vacation leave tracker/calendar maintenance and governance

Roster and System Management and Maintenance

- Maintains and publishes campaign’s official master roster for scheduling, capacity planning and other purposes

- 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

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 real-time team to ensure plans and initiatives are being driven and followed through

- Act as Scheduling Assistant Manager/Manager/Senior Manager back up and campaign Point of Contact in absence of the functional leaders

Customer Focus (Client):

- Assists in defining, managing and achieving client required performance objectives

- Consistently demonstrates sound judgment

- Researches, develops and implements operational and technical processes.

- Conducts analyses, prepares reports and communicates with internal clients to provide value-added and consultative services.

Customer Focus (Operations):

- Performs appropriate updates to documentation and develops operational support policies and procedures to ensure appropriate updates are made. Leads and coordinates intra and interdepartmental process changes.

- Achieve and deliver all commitments made to Operations Leadership team

- Maintains quality assurance processes that ensure customer disclosure of issues that directly impact services. Maintains staffing and program ratios based on established targets.

- Acts as a program resource during new projects or ramps, and will engage appropriate resources as needed.

Communication:

- Provides effective communication and feedback to staff

- Prepares and presents both written and verbal communication to clients and colleagues alike

- Is able to communicate effectively regarding Transcom and projects at a short notice and under pressure

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

What we are looking for:

To be successful in this role you must…

Educational Background:

University degree or equivalent higher qualification

Work Experience:

- Minimum 1 year experience in forecasting and scheduling preferably using Excel and Erlang.

- Minimum of 2 years as a real time analyst managing and supporting a campaign

- System Knowledge Requirement: extensive background in RTA and scheduling in at least 2 WFM System (eWFM, Verint, IEX, Teleopti, Genesys)

- Additional Requirements: 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.

Skills Requirements:

- Strong skills in using Excel to create and maintain historical data and forecasting models.

- Applied knowledge of predictive statistics will be a strong advantage.

- Knowledge of inbound call center environment is preferred.

- Actuarial/Statistics/Math background will be an advantage.

What's in it for YOU!

Driven by our "Malasakit" culture, we make certain that our team members are well-cared for. Hence we are proving these employee benefits, which you'll be able to utilize once you join our team!

Day 1 HMO
Meal & Transportation Allowance
Rice Subsidy
Clothing Allowance
24/7 Teleconsult
Free Psychologist Consultation
In-house & Online Pharmacy
Scholarship Program
Retirement Fund
Free Meal & Medicine (through Transcom’s Tap Card Rewards)
Loyalty Incentives
Accidental & Life Insurance
Free Shuttle Service

What Life at Transcom is like!

Transcom is a firm believer in putting people first. We have cultivated a culture of focusing on and caring for our employees, ensuring that they are provided with rewards, privileges, and amenities that are relevant, valuable, and easily available.

We are highly driven by our "Malasakit" culture. Transcom, in its very core, is all about an inclusive team that is focused on people. It all comes down to setting the bar for dignity, equality, and respect. It means that each one takes part in proactively shaping, cultivating, and building the company we want to work and live in. This is why genuine concern is so vital to us.

About the Company

Transcom

Outsourced AI-driven CX solutions provider

Transcom provides outsourced customer experience services worldwide, serving more than 200 fast-growing e-commerce, technology, and internet brands. Its offerings combine AI-driven tools with managed support to handle customer inquiries, automate interactions, and improve satisfaction across regions in EMEA, APAC, and the Americas. Unlike many competitors, Transcom emphasizes scale, global reach, and sustainability, aligning with frameworks like the UN Global Compact and the UN Sustainable Development Goals while working with market disruptors under long-term contracts. The company’s goal is to help clients boost customer loyalty and operating efficiency, driving business growth and positive social impact for ambitious brands.

Company size: 10,001+
Company stage: IPO
Headquarters: Stockholms kommun, Sweden
Founded: 1995

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