WFM Scheduler | Temporary WFM (Pasig/Paranaque)

Ibex Philippines

Parañaque, Metro Manila

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... More Detail

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