Scheduling Specialist

IntouchCX; Manila; On-site; PHP 320,000 - 460,000; Full time

Job summary

IntouchCX in Manila is seeking a Scheduling Specialist to partner with Operations and Workforce Management to align schedules with forecasted volumes and service levels. Reporting to the Manager of Resource Planning, the role focuses on ongoing analysis and continuous improvement.

You will manage schedules across multiple locations using workforce software, ensure data accuracy, and work with teams to optimize headcount and productivity in a fast-paced, entrepreneurial environment.

Qualifications

• Degree or certificate in Business Administration or related field.
• Experience with workforce management systems is preferred.
• Advanced Microsoft Excel skills are a plus.
• Knowledge of contact center operations and processes is beneficial.
• Strong analytical and problem-solving abilities with high attention to detail.

Responsibilities

• Assist with schedule and tracker management to ensure proper generation of schedules.
• Identify customer contact trends to optimize resource utilization.
• Manage schedule information for new and existing employees in multiple locations using a workforce software program.
• Ensure employee information is accurately entered and maintained.
• Review and update trackers related to headcount and absenteeism.
• Update parameters in the Workforce Management System to meet service level and productivity goals.
• Collaborate with Operations to ensure availabilities meet business needs.

Skills

Analytical skills

Attention to detail

Organizational skills

Communication skills

Independent work

Team collaboration

Education

Post-secondary degree or certificate in Business Administration

Tools

Workforce management software

Microsoft Excel

Job description

About the Job

We’re looking for a Scheduling Specialist to work in partnership with both our Operations and Workforce Management Team to align the accuracy of original schedules to forecasted work volume. Reporting to the Manager of Resource Planning, this role will also be responsible for ongoing analysis and continuous improvement.

As Scheduling Specialist, You Will

• Assist with schedule and tracker management to ensure that all schedules are generated properly
• Identify customer contact trends to ensure appropriate resources are utilized
• Manage schedule information for new and existing employees in multiple locations using a workforce software program
• Ensure employee information is accurately entered and maintained on an ongoing basis
• Ensure trackers related to headcount, absenteeism, etc are constantly reviewed and updated
• Update parameters within the Workforce Management System to ensure efficient scheduling of resources to meet service level and productivity goals
• Work closely with the Operations Team to ensure availabilities are conducive to the business needs

As Scheduling Specialist, You Have

• A post-secondary degree or certificate with a focus on Business Administration (a combination of work experience and education will be considered)
• Experience with workforce management systems (asset)
• Advanced knowledge of Microsoft Excel (asset)
• Knowledge of contact center operations, functions and business processes
• Strong technical, analytical and problem solving skills
• Superior attention to detail with an eye for accuracy
• The ability to adapt to change in an innovative and fast paced environment
• Strong organizational skills and the ability to follow through on projectsExcellent written and verbal communication skills
• The ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment