WFM Schedule Planner (Bangkok or Kuala Lumpur Based. Relocation support provided)

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Get to Know our Team: 

The WFM Schedule Planner operates as a mid-level specialist role within CEG’s WFM Schedule Planning team, with responsibilities in creating and publishing accurate agent and Team Manager schedules. The Schedule Planner will organize schedules to optimize balanced SLA delivery and comply with legal and operations constraints. This role also has responsibilities for all schedule activities, such as shift assignment, training, meeting, and coaching as well as all JIRA ticket requests, for agent pull-out. This role is also a ‘subject matter expert’ in Verint setup and maintain Verint profile.

The Opportunity:

We are looking for WFM Schedule Planners to support our growing CEG team.

If you are someone looking for the next exciting journey in your career, and think you can further develop your love for forecasting, scheduling and planning, then we might have the opportunity for you.

In this Role, you'll get to: 

1. Do shift and specialization planning based on demand need

• • Design schedule patterns that is non-bias, best fit with demand need and complying to local regulation 
  • Upload and publish rosters into Verint
  • Review changes in demand need, suggest and complete shift change adjustment based on agreed timeline
  • Execute scheduling SOP based on agreed rules with Operations and ensure process documentation are up to date in Confluence

2. On time Scheduling and publishing of planned shrinkages to ‘best’ time 

• • Training, meeting, and coaching (TMC) planning and mapping to the ‘best’ time in schedule 

3. Managing additional shrinkage requests 

• • Manage additional shrinkage requests coming from different department, based on priority, and agreed timelines

4. Complete Work Requests and Ticketed Work Items 

• • Manage agents’ user profile based on skillset updates from L&D and reflect reporting alignment based on HC profile updates 
  • Manage and support stakeholders’ requests through JIRA service desk 
  • Update time off pool settings in Verint based on HC profile updates
  • Be a SME in Verint setup & administration

5. Involve in Stakeholder Engagement 

• • Participate with added value in meetings and engagements with key stakeholders (e.g., CEG tech Team, CST Regional Customer Deliver Managers and wider WFM team) 

• • Maintain clear communication to all parties in all kinds of communication channel

6. Other non-core tasks 

• • Support new team members and interns
  • Other activities as defined by Team Manager and WFM Manager 

It’s Great If You Have:

• Experience in basic SQL