Customer Service Representative (Workforce Rostering)

Smartsourcing; Cebu City; On-site; PHP 360,000 - 480,000; Full time

Benefits offered by this job

5-day Christmas Leave

Healthcare from Day 1

Free lunch & coffee

Night shift differential

Gym membership subsidy

Smartsourcing Exclusives

Monthly events

Community programs

Job summary

Smartsourcing in Cebu City is looking for a dedicated Customer Service Representative (Workforce Rostering) to coordinate staff schedules, manage shifts, validate timesheets, and support onboarding and compliance. This onsite role emphasizes clear communication with staff and clients to ensure the right people are in the right place at the right time.

You will be the go-to for scheduling questions, maintain rostering records, and assist payroll with timesheet accuracy, while adapting to

Qualifications

• Experience in workforce management, scheduling, or staffing support.
• Experience supporting client operations and rostering environments.
• Background in service-delivery environments such as healthcare, outsourcing, or operations support advantageous

Responsibilities

• Coordinate staff schedules to meet client care requirements.
• Validate timesheets before payroll processing and resolve discrepancies.
• Support onboarding and ensure rostering compliance and documentation.
• Serve as the main contact for scheduling inquiries from staff and clients.

Education

Bachelor's degree in Business Administration / Operations Management / Healthcare Administration

Tools

Workforce scheduling systems

Microsoft Office

Google Workspace

Job description

About the job Customer Service Representative (Workforce Rostering)

Right people, right place, right time — that's your craft.

Hi! We're Smartsourcing, and we're hiring a full-time, onsite Customer Service Representative (Workforce Rostering) to keep care running smoothly — coordinating shifts, covering staffing gaps, and making sure the right people are in the right place at the right time.

Where? JEG Tower, Archbishop Reyes, Corner Acacia St., Barangay Kamputhaw, Cebu City, 6000 Cebu

About The Role

As a Workforce Rostering Admin, you'll coordinate staff schedules so client care requirements are always met — managing shift assignments, responding to changes and shortages, and keeping rostering records current. Alongside scheduling, you'll validate timesheets ahead of payroll, support new-staff onboarding and compliance, and act as the go-to contact for scheduling questions from staff and clients. It's a fast-moving, people-facing role for someone highly organised and calm under pressure, who can solve staffing puzzles quickly and communicate clearly across teams.

Schedule: Shifting

Key Responsibilities

Scheduling & Shift Management

• Coordinate staff schedules to ensure all client care requirements are met.
• Manage shift assignments and respond to schedule changes or staffing shortages.
• Maintain updated workforce scheduling records and rostering systems.

Timesheet & Payroll Support

• Review and validate staff timesheets before payroll processing.
• Ensure accuracy of recorded work hours and shift allocations.
• Coordinate with payroll teams to resolve timesheet discrepancies.

Compliance & Onboarding Support

• Support onboarding of new staff by ensuring scheduling and documentation requirements are met.
• Maintain compliance with company procedures related to workforce scheduling and staff documentation.
• Keep workforce compliance records updated.

Client & Staff Communication

• Serve as a primary point of contact for scheduling-related inquiries from staff and clients.
• Handle all calls and emails promptly and professionally.
• Coordinate with staff to address scheduling concerns or service coverage issues.

Artificial Intelligence (AI) Readiness and Digital Enablement

• Maintain baseline AI literacy and use approved AI tools responsibly, in line with company policies, data privacy, information security, and client confidentiality obligations.
• Apply sound judgment by validating outputs and avoiding overreliance, ensuring accuracy and accountability in all work delivered.
• Participate in AI readiness trainings and proactively identify opportunities for process improvement through automation and responsible AI integration.

What You'll Need To Succeed Experience

• Experience in workforce management, scheduling, operations coordination, or staffing support
• Experience supporting client operations and workforce scheduling environments
• Background in service-delivery environments such as healthcare, outsourcing, or operations support advantageous

Skills & Behaviours

• Strong written and verbal communication, able to coordinate effectively with staff, internal teams, and client stakeholders
• Highly organised and calm under pressure, with strong problem-solving instincts
• Familiarity with timesheet validation and payroll coordination procedures
• Awareness of data privacy and confidentiality standards when handling staff and client records

Education

• Bachelor's degree in Business Administration, Operations Management, Healthcare Administration, or a related field

Tools

• Workforce scheduling systems or rostering tools
• Microsoft Office (Excel, Outlook, Word)
• Google Workspace tools

Benefits

• 5-day Christmas Leave (unwrap real time off)
• Healthcare from Day 1 for you and your family (because healthcare matters)
• Free lunch and barista-crafted coffee daily (we take our caffeine seriously)
• Night shift differential for evening schedules
• Subsidized gym membership and sports wellness clubs
• Smartsourcing Exclusives (deals made just for you)
• Themed BFFs, monthly knockoffs, summer parties
• Community give-back programs and personal development workshops

Step Into the Smartsourcing Experience

Smartsourcing was created with one mission: to change lives. We're here to ensure that businesses flourish and, just as importantly, that every member of the crew is inspired, supported, and set up to thrive. For the fifth year running, we've been recognized as one of HR Asia's Best Companies to Work For. This award isn't just a title—it's a testament to our commitment to making Smartsourcing an incredible place to build a career.

Why You'll Love Working Here

About

At Smartsourcing, we believe the best work comes from people who feel seen, heard, and valued. That's why we're all about fostering an environment where you can be your true self. We take pride in being certified as a Great Place to Work, because we know that when you love where you work, extraordinary things happen. Here's just a glimpse of what we offer:

We're not just another outsourcing company. We're building something that actually matters here a place where good work meets good culture.