Job description
Asurion is seeking a dedicated Workforce Scheduling Analyst to join our Philippine Operations. In this role, you will monitor real-time call queues and staffing levels, analyze performance data, and take proactive actions to meet service level targets. You will collaborate with Workforce Management, Contact Center Operations, and IT to optimize capacity, forecast accuracy, and schedule adherence across multiple shifts.
Key responsibilities and daily activities include:
- Monitor real-time queues and staffing, adjusting shifts, breaks, and occupancy to meet service levels.
- Analyze intraday performance dashboards and SLA metrics; implement timely actions to optimize occupancy and forecast accuracy.
- Partner with Operations, IT, and vendors to resolve scheduling conflicts and system issues in the WFM ecosystem.
- Create and maintain accurate 24/7 shift schedules, adherence tracking, and variance analyses between forecast and actual workload.
- Develop forecast models using historical data, seasonality, and business plans to support capacity planning.
- Identify opportunities for process improvements, automation, and efficiency in scheduling workflows.
- Prepare and present daily and weekly reports to stakeholders, with clear recommendations and action plans.
What we offer: a collaborative, growth-oriented environment, competitive compensation, and opportunities for professional development within Asurion's global network. This role is based in Laguna, Calabarzon, Philippines, and is suitable for candidates who thrive in fast-paced, data-driven settings.
About Asurion: Asurion is a leading technology solutions company that protects and connects people to the things they love. In this role you will be part of a team that supports customer journeys and reliability across channels, leveraging cutting-edge analytics and scheduling tools.
Responsibility
- Monitor real-time call queues and staffing levels, adjusting shifts and breaks to meet service level targets.
- Analyze intraday dashboards and SLA metrics; implement timely actions to optimize occupancy and forecast accuracy.
- Collaborate with Operations, IT, and vendors to resolve scheduling conflicts and system issues.
- Maintain accurate 24/7 shift schedules and adherence tracking.
- Develop and refine forecast models using historical data and seasonality.
- Identify process improvements and automation opportunities in scheduling workflows.
- Prepare and present daily/weekly reports with actionable recommendations.
Qualification
- Bachelor's degree in Business, Mathematics, Statistics, Computer Science, or related field.
- 2+ years in workforce management or contact center scheduling, preferably in a BPO/CC environment.
- Strong data analysis skills; proficient in Excel (Pivot Tables, formulas) and familiar with WFM tools (NICE, Verint, Aspect, Genesys).
- Experience with forecasting, intraday management, and meeting service level targets.
- Excellent communication and collaboration skills; able to work cross-functionally.
- Detail-oriented with strong problem-solving and decision-making abilities.
- Knowledge of Philippine labor regulations and payroll considerations a plus.
- Ability to translate dashboards into actionable scheduling decisions.