Strategic Global Scheduler: Optimize Coverage

Acquire Intelligence; Pasig; On-site; PHP 420,000 - 660,000; Full time

Job summary

Acquire Intelligence is seeking a Workforce Management professional to translate forecasts into efficient shift schedules and manage time-off with coverage considerations. You will publish schedules to agents and supervisors and collaborate with Real-Time Analysts to handle peaks and events.

The role supports scheduling in Genesys Cloud CX, ensures data accuracy, and aligns multi-vendor coverage while complying with labour laws and internal policies.

Qualifications

• Translate interval-level forecasts into shift schedules, including standard, split, and micro-shift patterns.
• Process and reconcile time-off requests, balancing entitlements against coverage requirements.
• Run schedule optimisation to minimise over/understaffing while remaining compliant with labour law and contracted hours.
• Coordinate with Real-Time Analysts on planned schedule adjustments ahead of anticipated peaks.
• Monitor intraday service level, queue performance, and schedule adherence in Genesys Cloud CX.
• Maintain schedule accuracy records and support forecast-to-schedule variance reporting.
• Coordinate with vendor WFM teams to rebalance scheduled coverage across multiple vendors.

Responsibilities

• Liaise with Operations Managers on the most effective use of resources and raise issues through escalation channels.
• Extract, format, and present scheduling information for internal and client stakeholders.
• Communicate solutions, successes, and improvement opportunities to the Workforce Manager.
• Practise and ensure compliance with all organisation, client, and labour law policies and procedures.

Job description

Acquire Intelligence is seeking a Workforce Management professional to translate forecasts into efficient shift schedules and manage time-off with coverage considerations. You will publish schedules to agents and supervisors and collaborate with Real-Time Analysts to handle peaks and events.

The role supports scheduling in Genesys Cloud CX, ensures data accuracy, and aligns multi-vendor coverage while complying with labour laws and internal policies.