Job Overview

We are seeking a Workforce Scheduler to create and manage effective employee schedules that align staffing requirements with forecasted business demand. The role focuses on maintaining optimal staffing coverage, managing schedule changes, and coordinating closely with operations teams to support efficient workforce utilization.

Key Responsibilities

Develop and maintain employee schedules based on workforce forecasts and business requirements.
Manage shift bids, schedule adjustments, changes, and updates.
Ensure appropriate staffing coverage across required shifts and operational periods.
Monitor staffing requirements and make scheduling adjustments based on forecasted demand.
Work closely with Operations and Workforce Management teams to address staffing requirements.
Support effective workforce utilization while helping minimize unnecessary staffing costs.
Maintain accurate scheduling records and ensure schedules are updated in a timely manner.
Identify scheduling gaps and coordinate appropriate adjustments with relevant stakeholders.
Support adherence to workforce planning and scheduling processes.
Ensure schedules are communicated accurately to employees and operations teams.

Required Experience

Minimum 1 year of experience in Workforce Management (WFM) Scheduling.
BPO experience in Workforce Management Scheduling is preferred.
Practical understanding of workforce scheduling and staffing coverage.
Knowledge of forecasting and capacity planning concepts.
Experience managing shift schedules, schedule changes, and staffing requirements.

Technical Skills

Workforce Management (WFM) Scheduling
Employee Scheduling
Shift Bidding and Schedule Management
Staffing Coverage
Forecasting
Capacity Planning
Workforce Planning
Schedule Adjustments
Microsoft Excel – Intermediate to Advanced
Workforce Management Tools

Soft Skills

Strong attention to detail and accuracy.
Excellent organizational and time-management skills.
Strong analytical and problem-solving abilities.
Good communication and coordination skills.
Ability to manage multiple scheduling requirements simultaneously.
Ability to work effectively with Operations and WFM teams.
Ability to work in a fast-paced environment and meet deadlines.

Work Requirements

Work location: Davao, Philippines.
Work setup: Fully onsite.
Work schedule: Shifting.
Former employees of Teleperformance are not eligible for rehire, whether directly or through a third party.

Role

Operations Manager

Timings

Day Shift (Contract To Hire)

Industry

BPO

Work Mode

Work from office

Process

Non-Voice

Functional Area

ITES / BPO / Customer Service

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