Scheduling Specialist

IntouchCX; Manila; On-site; PHP 300,000 - 540,000; Full time

Job summary

IntouchCX is seeking a Scheduling Specialist to partner with Operations and Workforce Management to align schedules with forecasted workloads. You will analyze data, maintain employee records, and continuously improve scheduling processes.

Reporting to the Resource Planning Manager, this role requires strong Excel skills, experience with WFM systems, and a solid understanding of contact center operations. The position is on-site in a fast-paced, entrepreneurial setting.

Qualifications

• Post-secondary degree or certificate in Business Administration or related field.
• Experience with workforce management systems is preferred (asset).
• Advanced knowledge of Microsoft Excel is an asset.
• Knowledge of contact center operations and business processes.
• Strong technical, analytical and problem solving skills.
• Superior attention to detail with an eye for accuracy.
• Ability to adapt to change in a fast-paced environment.
• Strong organizational skills and ability to follow through on projects.
• Excellent written and verbal communication skills.
• Ability to work independently and in a team within a fast-paced environment.

Responsibilities

• Assist with schedule and tracker management to ensure 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 entered and maintained on an ongoing basis
• Review and update trackers related to headcount, absenteeism, etc.
• Update parameters within the Workforce Management System to optimize resource scheduling
• Collaborate with Operations to align availabilities with business needs

Skills

Workforce management systems

Microsoft Excel

Contact center operations

Analytical thinking

Attention to detail

Adaptability

Organization

Communication skills (written and oral

Teamwork and independence

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 projects


• Excellent written and verbal communication skills


• The ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment

IntouchCX will never ask for payment, money, financial or banking information during the recruitment process. We only communicate through official channels. Should you receive a suspicious job offer, or posting, from anyone claiming to be an IntouchCX employee, please report it immediately to ••••@intouchcx.com for review and validation.

Job Details

Pay TypeSalaryEducation LevelCertification