Welcome to Yngen Holdings inc. where vision meets reality at the intersection of various industries such as BPO, shipping, logistics, technology, marketing and real estate. Born from a relentless pursuit of perfection, we're not just redefining standards—we're setting them. Our diverse team of trailblazers is driven by a shared mission, vision and values. Join us in shaping the future today.

Job Description

• Monitor real-time workload across multiple sites, skills, and platforms
• Cooperate with external stakeholders in real-time to maximize our productivity to achieve the SLA targets
• Analyze the daily capacity based on actual staffing and report variance in the forecast
• Reforecast intraday volume and HAT based on the current trends
• proactively create intraday real-time reports of service levels for all queues at all sites advising of variances in the forecast, AHT, and occupancy.
• Work with peers in other teams to look for opportunities to do upskilling training or any offline activity
• Educate global operations on WFM principles and the importance of schedule adherence
• Update WFM platform with the unplanned shrinkage
• Handle ad hoc downtime and reporting requests
• Support workforce team in administrative tasks (HR, Time-Off management, agent communication, internal documents)

Job Qualifications

• 2 years as WFM Planner and Scheduler in a BPO setup
• Demonstrate experience with Google sheets (eg: creating spreadsheets, v-lookups, index/match, pivot, etc)
• Can do capacity planning and forecasting
• Strong people focus
• Can easily work with teams even within challenging times and know how to make complex decisions thinking about the whole team.