Global WFM Scheduler - Real-Time Planning

Support Services Group Philippines; Pasig; On-site; PHP 360,000 - 480,000; Full time

Job summary

Support Services Group Philippines is seeking a Workforce Scheduler to lead centralized workforce planning and scheduling across multiple sites and regions. You will translate demand into optimized schedules, balance capacity and service levels, and support global command-center operations.

The role emphasizes intraday monitoring, forecasting accuracy, and cross-functional collaboration with Real Time, Operations, and regional teams.

Qualifications

• Experience with real-time adherence, service level management, and intraday workforce management.
• Strong analytical, problem-solving, and decision-making skills with high attention to detail.
• Ability to work collaboratively with cross-functional, regional, and global stakeholders.
• Ability to manage competing priorities across multiple programs, sites, and time zones.
• Strong communication and escalation management skills.
• Experience in using Calabrio and IEX is an advantage but not required.

Responsibilities

• Prepares optimal shift schedules with breaks and generates rosters with minimum understaffing/overstaffing across supported sites, programs, and regions.
• Generates interval-level forecasts for transaction volume, AHT, shrinkage, and staffing requirements with minimum variance to actual performance using historical and current operational data.
• Coordinates workforce requirements across multiple sites, programs, and time zones to optimize available capacity and ensure staffing aligns with business and service-level requirements.
• Provides intraday and command-center support by monitoring staffing and service-level risks, identifying gaps or emerging operational issues, and coordinating appropriate actions with Real Time and Operations teams.
• Plans and schedules team activities such as meetings, training, coaching sessions, and other offline activities while considering operational demand and staffing requirements.
• Reconciles employees listed in client and WFM systems with available employees to ensure accurate staffing, roster, and schedule planning in calibration with anticipated performance.
• Maintains accurate WFM rosters and headcount visibility, ensuring active agent counts, availability, and staffing data are properly reflected across supported operations.
• Participates in regular calibration with global and regional stakeholders on headcount, forecasts, capacity, schedules, and operational requirements.
• Identifies service-level and staffing risks and supports escalation and resolution by partnering with Real Time, Operations, WFM, and other relevant stakeholders.
• Supports standardization and continuous improvement of WFM scheduling processes, reporting, and command-center practices across supported locations and programs.
• Demonstrates leadership skills; takes ownership in driving improvements, resolving issues, and supporting consistent execution of global WFM processes.

Skills

Real-time adherence

Service level management

Intraday WFM

Analytical thinking

Cross-functional collaboration

Time zone coordination

Communication and escalation

Tools

Calabrio

IEX

Job description

Support Services Group Philippines is seeking a Workforce Scheduler to lead centralized workforce planning and scheduling across multiple sites and regions. You will translate demand into optimized schedules, balance capacity and service levels, and support global command-center operations.

The role emphasizes intraday monitoring, forecasting accuracy, and cross-functional collaboration with Real Time, Operations, and regional teams.