Scheduling Analyst

Acquire Intelligence; Pasig; On-site; PHP 420,000 - 660,000; Full time

Job summary

Acquire Intelligence is seeking a Workforce Management professional to translate forecasts into efficient shift schedules and manage time-off with coverage considerations. You will publish schedules to agents and supervisors and collaborate with Real-Time Analysts to handle peaks and events.

The role supports scheduling in Genesys Cloud CX, ensures data accuracy, and aligns multi-vendor coverage while complying with labour laws and internal policies.

Qualifications

• Translate interval-level forecasts into shift schedules, including standard, split, and micro-shift patterns.
• Process and reconcile time-off requests, balancing entitlements against coverage requirements.
• Run schedule optimisation to minimise over/understaffing while remaining compliant with labour law and contracted hours.
• Coordinate with Real-Time Analysts on planned schedule adjustments ahead of anticipated peaks.
• Monitor intraday service level, queue performance, and schedule adherence in Genesys Cloud CX.
• Maintain schedule accuracy records and support forecast-to-schedule variance reporting.
• Coordinate with vendor WFM teams to rebalance scheduled coverage across multiple vendors.

Responsibilities

• Liaise with Operations Managers on the most effective use of resources and raise issues through escalation channels.
• Extract, format, and present scheduling information for internal and client stakeholders.
• Communicate solutions, successes, and improvement opportunities to the Workforce Manager.
• Practise and ensure compliance with all organisation, client, and labour law policies and procedures.

Job description

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!Schedule Build and Optimisation• Translate interval-level forecasts into shift schedules, including standard, split, and micro-shift patterns, break/lunch placement, and skill-based assignment.• Process and reconcile time-off requests, balancing entitlements against coverage requirements.• Run schedule optimisation to minimise over/understaffing while remaining compliant with labour law and contracted hours.• Manage shift bidding/preference processes and publish final schedules to agents and supervisors.• Support scenario modelling for known volume events (campaigns, price changes, seasonal peaks) by building draft schedules against each scenario.• Maintain schedule accuracy records and support forecast-to-schedule variance reporting.• Coordinate with Real-Time Analysts on planned schedule adjustments (e.g., pre-approved overtime/VTO windows) ahead of anticipated peaks.Real-Time Management Support• As needed, support real-time management alongside the Real-Time Analysts to ensure coverage is maintained, particularly during peaks, outages, unplanned absence, or reduced analyst cover.• Monitor intraday service level, queue performance, and schedule adherence in Genesys Cloud CX, and flag coverage gaps early.• Make intraday schedule changes such as moving breaks, lunches, and off-phone activities, and action overtime or VTO within agreed rules.• Communicate intraday coverage risks and actions to vendor WFM teams and supervisors so that all vendors respond in a coordinated way.Genesys Cloud CX Scheduling• Schedule generation: Build, generate, and publish schedules in Genesys Cloud Workforce Engagement Management, using the agreed management units, planning groups, and service goal templates.• Scheduling configuration: Maintain activity codes, work plans, shift templates, work plan rotations, and time off plans and limits in line with the change control process owned by the Workforce Manager.• Bidding and time off: Run work plan bids and manage time off requests and limits within Genesys so that entitlements and coverage stay in balance.• Skills and routing: Check that agent skills, languages, and queue memberships in Genesys match the schedule so that skill-based coverage is accurate.• Data accuracy: Audit scheduling data held in Genesys regularly, including agent profiles, contracted hours, and work plan assignments, to keep schedules accurate and reportable.Multi-Vendor Alignment• Apply the common WFM as a Service scheduling standards, definitions, and rules to every in-scope vendor so that schedules are consistent and comparable.• Work with vendor WFM teams on schedule inputs, time off, and planned changes, and flag where a vendor’s schedule puts client targets at risk.• Help rebalance scheduled coverage across vendors where one vendor is under or over staffed against its share of forecast demand.• Provide scheduling data for vendor performance reviews, including schedule accuracy, coverage against requirement, and time off impact.Collaboration and Reporting• Liaise with Operations Managers on the most effective use of resources, and raise issues affecting the ability to deliver service through the appropriate escalation channels.• Extract, format, and present scheduling information for internal and client stakeholders.• Communicate solutions, successes, and improvement opportunities to the Workforce Manager.• Practise and ensure compliance with all organisation, client, and labour law policies and procedures.• Perform other duties as assigned.Join the A-Team and experience the A-Life!