Job Information
ADP Scheduler in Makati City Metro Manila, Philippines
The Workforce Scheduler is responsible for monitoring the effectiveness of the forecast and the execution of the scheduling plan. This is performed real-time, as well as, analyzing and communicating historical trends. The Scheduler must be aware of region goals, trends and past performance in order to determine when to engage backup plans to address anomalies. Deploying backup plans must be done at the appropriate time, not too early and not too late, in order to support both the associate and client experiences. Once schedules are released from the centralized teams, changes may be required in the short term due to unplanned events (defined as less than 30 days). When required resources exceed actual, scheduling options must be developed and presented to the regions with strong recommendations. One week's solution will impact future week decisions to ensure that one KPI is not consistently impacted over the other. Presenting the options to the regions requires collaboration and negotiation skills with all levels of management in the region. Process Improvement Ability to enhance existing processes to gain efficiency Ability to execute innovation efforts requested by clients Involvement in the improvement of programs assigned to RTA. Accuracy of Reports and Deliverables Ability to produce accurate and precise reports or any other requested data Ability to maintain reports and database with the most current and updated data Timelines of Delivery Ability to adhere in delivering all assigned reports, ad hoc requests, and other necessary tasks in a timely manner or as agreed upon request.
Basic knowledge on workforce management in a call center setup Solid knowledge in call center operations Familiarity on Genesys Proficient in MS Word, Excel, PowerPoint Strong analytical skills Self-motivated and must excel in minimally managed position Proven working experience and strong ability to communicate with various management levels Advanced knowledge on CMS (Call Center Reporting System) Excellent skills in communication should be accustomed with fast and changing needs Excellent problem solving and decision making skills Proven attention to detail Excellent organization, time management and multi-tasking skills
Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including: race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability. Hiring decisions are based upon ADP’s operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance.
Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.
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