Start ASAP! Scheduling Analyst - TP Davao

Teleperformance; Davao City; On-site; PHP 335,000 - 469,000; Full time

Benefits offered by this job

Competitive salary

Health benefits

Career development

Training programs

Flexible work options

Employee assistance

Social activities

Global teamwork

Job summary

Teleperformance in Davao is seeking a Scheduling Analyst to join our dynamic Call Centre & Customer Service team. In this full-time role you will develop and maintain workforce schedules to meet forecasted call volumes while ensuring optimal staffing and service quality.

You will analyze staffing patterns, monitor adherence, generate reports, and collaborate with team leads and HR to resolve scheduling challenges, enabling efficient operations and a positive work-life balance for colleagues.

Qualifications

• Experience in workforce scheduling, ideally in a call centre or fast-paced ops.
• Strong analytical skills to interpret data and spot trends.
• Proficient with workforce management software and scheduling tools.
• Excellent organisational and time management abilities.
• Attention to detail in schedule creation and reporting.
• Excellent communication across diverse teams.
• Problem-solving mindset for resolving scheduling conflicts.
• Familiarity with KPIs like occupancy, shrinkage, service levels.
• Basic proficiency in Microsoft Excel.

Responsibilities

• Develop and maintain accurate workforce schedules based on forecasted call volumes.
• Analyse staffing patterns to identify trends and optimisation opportunities.
• Monitor schedule adherence and investigate variances.
• Coordinate with team leads to adjust schedules as needed.
• Prepare scheduling reports and performance metrics.
• Handle schedule changes and time-off requests while ensuring coverage.
• Input, track, and report scheduling data using WFM tools.
• Support training and implementation of scheduling processes.
• Collaborate with HR and Operations to improve scheduling processes.

Skills

Workforce scheduling

Data analysis

WFM software

Communication

Detail orientation

KPIs

Excel

Education

High school diploma

Tools

Excel

Job description

About the role

Teleperformance is seeking a Scheduling Analyst to join our team in Davao on a full-time basis, starting as soon as possible. This is a critical operational role within our Call Centre & Customer Service division, where you will be responsible for managing and optimising workforce schedules to ensure optimal staffing levels and service quality. As a Scheduling Analyst, you will play a vital role in supporting our operational excellence by ensuring that our teams are efficiently scheduled to meet business demands whilst maintaining a positive work-life balance for our employees.

What you'll be doing

• Develop, create, and maintain accurate workforce schedules based on forecasted call volumes and business requirements
• Analyse staffing patterns and historical data to identify scheduling trends and optimisation opportunities
• Monitor schedule adherence and investigate variances to ensure compliance with agreed schedules
• Coordinate with team leads and managers to understand staffing needs and adjust schedules accordingly
• Prepare scheduling reports and performance metrics for management review and decision-making
• Handle schedule changes, time-off requests, and employee preferences whilst maintaining operational coverage
• Utilise scheduling software and workforce management tools to input, track, and report on scheduling data
• Support the training and implementation of scheduling processes to ensure consistency across teams
• Collaborate with Human Resources and Operations to address scheduling-related challenges and improve processes

What we're looking for

• Proven experience in workforce scheduling, preferably within a call centre, customer service, or similar fast-paced operational environment
• Strong analytical skills with the ability to interpret data, identify trends, and make data-driven recommendations
• Proficiency with workforce management (WFM) software and scheduling tools; experience with industry-standard platforms is highly desirable
• Excellent organisational and time management skills with the ability to manage multiple priorities simultaneously
• Strong attention to detail and accuracy in schedule creation and reporting
• Excellent communication skills and the ability to work effectively with diverse teams across multiple departments
• Problem-solving mindset with a proactive approach to identifying and resolving scheduling conflicts
• Familiarity with call centre operations and key performance indicators (KPIs) such as occupancy, shrinkage, and service levels
• Basic proficiency in Microsoft Excel and other data analysis tools
• A high school diploma or equivalent; additional qualifications in operations management or related fields are advantageous

What we offer

At Teleperformance, we are committed to supporting our employees' growth, wellbeing, and career development. We offer a range of benefits designed to enhance your professional and personal life:

• Competitive salary package commensurate with experience and qualifications
• Comprehensive health and wellness benefits including medical coverage and wellness programmes
• Career development and advancement opportunities within a global organisation
• Professional training and certification programmes to enhance your skills and knowledge
• Flexible work arrangements where applicable to support work-life balance
• Employee assistance programmes and mental health support services
• Social and recreational activities fostering a positive workplace culture
• Opportunities to work with international teams and expand your professional network

About us

Teleperformance is a leading global provider of omnichannel customer experience and business services. With operations in over 80 countries, we deliver innovative solutions and exceptional customer service to some of the world's most prestigious brands. Our commitment to excellence, innovation, and employee engagement has made us a trusted partner for businesses seeking to enhance their customer experience. At Teleperformance, we believe in creating an inclusive, supportive workplace where our employees can thrive, develop their careers, and contribute to meaningful work. We are dedicated to delivering exceptional results whilst maintaining the highest standards of ethics, integrity, and corporate responsibility.