Scheduling Specialist

IntouchCX; Metro Manila; On-site; PHP 360,000 - 480,000; Full time

Job summary

IntouchCX is seeking a Scheduling Specialist in the Philippines to align original schedules with forecasted work volume. You will partner with Operations and the Workforce Management Team to drive accuracy, optimize resources, and support service level goals.

You will manage schedules across locations, maintain employee data, and track headcount and absenteeism while leveraging workforce software and advanced Excel skills.

Qualifications

• Post-secondary degree or certificate in Business Administration or equivalent.
• Experience with workforce management systems.
• Advanced knowledge of Microsoft Excel.
• 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.

Responsibilities

• Assist with schedule and tracker management to ensure schedules are generated properly.
• Identify customer contact trends to ensure resources are utilized efficiently.
• 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, absenteeism, etc.
• Update parameters within the Workforce Management System to meet service level and productivity goals.
• Collaborate with Operations to align availabilities with business needs.

Skills

Analytical thinking

Attention to detail

Organizational skills

Written and verbal communication

Team collaboration

Problem solving

Adaptability

Education

Post-secondary degree or certificate in Business Administration

Tools

Workforce management systems

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 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.

• 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