Global Workforce Scheduler: Real-Time Planning

Ssg Philippines; Pasig; On-site; PHP 400,000 - 560,000; Full time

Job summary

Ssg Philippines seeks a Workforce Scheduler to drive centralized workforce planning and scheduling across sites, programs, and regions. The role focuses on translating forecasted demand into optimized rosters while balancing capacity, utilization, and service levels.

You will monitor intraday performance, coordinate with Real Time and Operations teams, and ensure accurate staffing across supported locations with strong attention to detail and collaboration.

Qualifications

• Experience with real-time adherence, service level management, and intraday workforce management.
• Strong analytical, problem-solving, and decision‑making skills.
• 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.
• Calabrio and IEX experience 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.
• Coordinates workforce requirements across multiple sites, programs, and time zones to optimize capacity and staffing.
• Provides intraday and command-center support by monitoring staffing and service-level risks with Real Time and Operations teams.
• Plans and schedules team activities such as meetings, training, coaching sessions, and other offline activities.
• Reconciles employees listed in client and WFM systems with available employees for accurate staffing.
• Maintains accurate WFM rosters and headcount visibility across operations.
• Participates in regular calibration with global and regional stakeholders on headcount and forecasts.
• Identifies service-level and staffing risks and supports escalation and resolution with stakeholders.
• Supports standardization and continuous improvement of WFM scheduling processes, reporting, and practices.
• Demonstrates leadership and ownership in driving improvements and consistent execution of global WFM processes.

Skills

Real-time adherence

Service level mgmt

Intraday WFM

Analytical skills

Cross-functional collab

Communication

Calabrio

IEX experience

Tools

Calabrio

IEX

Job description

Ssg Philippines seeks a Workforce Scheduler to drive centralized workforce planning and scheduling across sites, programs, and regions. The role focuses on translating forecasted demand into optimized rosters while balancing capacity, utilization, and service levels.

You will monitor intraday performance, coordinate with Real Time and Operations teams, and ensure accurate staffing across supported locations with strong attention to detail and collaboration.