Scheduling Specialist

IntouchCX; Metro Manila; On-site; PHP 240,000 - 420,000; Full time

Job summary

IntouchCX is seeking a Scheduling Specialist to align original schedules with forecasted work volume, partnering with Operations and Workforce Management. You will report to the Manager of Resource Planning and drive ongoing analysis and continuous improvement.

The role involves managing schedules across locations, maintaining accurate employee data, reviewing headcounts and absenteeism trackers, and updating WFM parameters to meet service level goals. Collaboration with Operations is essential.

Qualifications

• Post-secondary degree or certificate focusing on Business Administration.
• Experience with workforce management systems.
• Advanced knowledge of Microsoft Excel.
• Knowledge of contact center operations.
• Strong technical, analytical, and problem-solving skills.
• Superior attention to detail with accuracy.
• Able to adapt to a fast-paced environment.
• Strong organizational and communication abilities.
• Ability to work independently and in a team.

Responsibilities

• 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.

Skills

Analytical skills

Communication skills

Organizational skills

Teamwork

Attention to detail

Education

Business Administration degree/certificate

Tools

Workforce management software

Microsoft Excel

Job description

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

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