Scheduling Specialist: Workforce Planning & Analytics

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

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.