Scheduler (Workforce Scheduler)

Gratitude Inc

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3 days ago

Scheduler (Workforce Scheduler)

1-3 Year(s)

Davao

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Job Description

Key Skills

Scheduling Workforce Management forecasting. Proficiency in Workforce Management tools (e.g., Verint or similar platforms). Advanced Microsoft Excel

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Location: Alphaland, Makati / Davao, Philippines

Work Setup: Onsite

Shift: Rotational/Shifting Schedule

Employment Type: Full-Time

Salary: Up to PHP 27,000 per month

Job Summary

We are looking for a detail-oriented Workforce Scheduler to create, manage, and optimize employee schedules based on forecasted business requirements. The ideal candidate should have experience in Workforce Management (WFM) scheduling within a BPO environment and possess strong analytical and Excel skills to ensure efficient staffing and service level performance.

Key Responsibilities

Develop and maintain workforce schedules based on business forecasts and staffing requirements.
Create, update, and manage employee shift schedules and schedule changes.
Handle shift bids, schedule adjustments, and roster updates.
Ensure optimal staffing coverage while balancing operational costs.
Coordinate with Operations, Workforce Management, and other stakeholders to address scheduling requirements.
Monitor schedule adherence and recommend improvements where necessary.
Generate scheduling reports and maintain accurate scheduling records.
Support workforce planning initiatives to improve operational efficiency.
Ensure compliance with company policies and scheduling guidelines.

Required Qualifications

Minimum 1 year of Workforce Management (WFM) Scheduling experience in a BPO/Call Center environment.
Proficiency in Microsoft Excel (Intermediate to Advanced level).
Knowledge of forecasting, scheduling, and capacity planning concepts.
Strong analytical, organizational, and problem-solving skills.
Excellent attention to detail and time management abilities.
Willing to work onsite on a rotational/shifting schedule.
Willing to be assigned to Makati or Davao.

Preferred Skills

Experience using WFM tools such as IEX, Verint, NICE, Genesys, Aspect, Calabrio, or similar workforce management applications.
Good communication and stakeholder management skills.
Ability to work effectively in a fast-paced environment.

Important Note

Former Teleperformance employees are not eligible for rehire, whether directly or through a third party.

Pre-Screening Questions

What is your highest educational qualification?
How many years of experience do you have in WFM Scheduling within a BPO environment?
Which WFM tools have you used? (e.g., IEX, Verint, NICE, Genesys, Aspect, Calabrio)
What is your last drawn salary?
What is your expected salary?
Are you willing to work onsite in Makati or Davao?
Are you comfortable working on a rotational/shifting schedule?
Are you a former Teleperformance employee? (If yes, you are not eligible for this role.)

Role

MIS Analyst

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Semi-Voice

Functional Area

ITES / BPO / Customer Service

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