Jobs in Philippines

Title: Workforce Scheduler
ID: CUS00006167

Description

The Workforce Scheduler position is a member of the Customer Experience & Education department and is responsible for the scheduling functions of the included call center groups. This position works closely with Workforce Analysts, creating and filling schedules, scheduling training and off-phone activities and adjusting schedules. The Workforce Scheduler advises management of compliance and attendance issues and acts as a liaison between employees and HR/Payroll.
- Facilitate meetings with management across leadership to ensure schedule plans are updated and completed in a timely manner each month.
- Meets with management to plan for staff meetings, one on ones and any additional off-phone time.
- Works closely with Training and Quality to ensure essential training topics and individual and personal development time are scheduled each month with the least impact to service levels.
- Creates and fills monthly and weekend schedules.
- Evaluates intra-day performance reports to determine staffing needs before approving time off or scheduling off-phone activities.
- Provides training for new hires on scheduling procedures.
- Provides management with statistical information regarding schedule adherence and employee performance.
- Uses workforce management technology to schedule meetings, coaching sessions, development time and training.

We are the leading source of intelligent information for the world's businesses and professionals, providing customers with competitive advantage. Intelligent information is a unique synthesis of human intelligence, industry expertise and innovative technology that provides decision-makers with the knowledge to act, enabling them to make better decisions faster. We deliver this must-have insight to the financial and risk, legal, tax and accounting, intellectual property and science and media markets, powered by the world's most trusted news organization.

Qualifications

REQUIREMENTS:
- Bachelor's degree plus two years experience working in a customer contact preferably utilizing workforce management software.
- Proficient use of PC software applications, including Microsoft Office suite of products.
- Working knowledge of call center technology, including workforce management applications (Aspect/eWorkforce and/or Witness/Blue Pumpkin, Impact 360) and Cisco experience preferred.
- Excellent verbal and communication skills.
- Displays commitment to quality service through appropriate follow through, urgency and persistence.
- Ability to work on multiple projects simultaneously and adapt to changing priorities.

At Thomson Reuters, we believe what we do matters. We are passionate about our work, inspired by the impact it has on our business and our customers. As a team, we believe in winning as one - collaborating to reach shared goals, and developing through challenging and meaningful experiences. With over 60,000 employees in more than 100 countries, we work flexibly across boundaries and realize innovations that help shape industries around the world. Making this happen is a dynamic, evolving process, and we count on each employee to be a catalyst in driving our performance - and their own.

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under country or local law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

Intrigued by a challenge as large and fascinating as the world itself? Come join us.

To learn more about what we offer, please visit careers.thomsonreuters.com.

More information about Thomson Reuters can be found on thomsonreuters.com.

Job: Customer Service & Support
Primary Location: Philippines-Taguig City
Organization: L CS&E Customer Experience
Schedule: Full-time
Job Type: Standard
Job Segments: Administrative, Call Center, Cisco, Compliance, Customer Service, Finance, HR, Human Resources, Intellectual Property, Legal, Payroll, Scheduler, Technology

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