Scheduling Analyst: Optimize Call Center Schedules

Teleperformance; Davao City; On-site; PHP 335,000 - 469,000; Full time

Benefits offered by this job

Competitive salary

Health benefits

Career development

Training programs

Flexible work options

Employee assistance

Social activities

Global teamwork

Job summary

Teleperformance in Davao is seeking a Scheduling Analyst to join our dynamic Call Centre & Customer Service team. In this full-time role you will develop and maintain workforce schedules to meet forecasted call volumes while ensuring optimal staffing and service quality.

You will analyze staffing patterns, monitor adherence, generate reports, and collaborate with team leads and HR to resolve scheduling challenges, enabling efficient operations and a positive work-life balance for colleagues.

Qualifications

• Experience in workforce scheduling, ideally in a call centre or fast-paced ops.
• Strong analytical skills to interpret data and spot trends.
• Proficient with workforce management software and scheduling tools.
• Excellent organisational and time management abilities.
• Attention to detail in schedule creation and reporting.
• Excellent communication across diverse teams.
• Problem-solving mindset for resolving scheduling conflicts.
• Familiarity with KPIs like occupancy, shrinkage, service levels.
• Basic proficiency in Microsoft Excel.

Responsibilities

• Develop and maintain accurate workforce schedules based on forecasted call volumes.
• Analyse staffing patterns to identify trends and optimisation opportunities.
• Monitor schedule adherence and investigate variances.
• Coordinate with team leads to adjust schedules as needed.
• Prepare scheduling reports and performance metrics.
• Handle schedule changes and time-off requests while ensuring coverage.
• Input, track, and report scheduling data using WFM tools.
• Support training and implementation of scheduling processes.
• Collaborate with HR and Operations to improve scheduling processes.

Skills

Workforce scheduling

Data analysis

WFM software

Communication

Detail orientation

KPIs

Excel

Education

High school diploma

Tools

Excel

Job description

Teleperformance in Davao is seeking a Scheduling Analyst to join our dynamic Call Centre & Customer Service team. In this full-time role you will develop and maintain workforce schedules to meet forecasted call volumes while ensuring optimal staffing and service quality.

You will analyze staffing patterns, monitor adherence, generate reports, and collaborate with team leads and HR to resolve scheduling challenges, enabling efficient operations and a positive work-life balance for colleagues.