Strategic Workforce Scheduler | SLA & Forecasting Lead

SSG; Pasig; On-site; PHP 420,000 - 540,000; Full time

Benefits offered by this job

Competitive compensation package

Job summary

Support Services Group is seeking a Workforce Scheduler in Metro Manila (Pasig). You will create optimal shift schedules based on forecast and actual trends, aiming to maximize resource utilization and meet SLAs.

You will collaborate with real-time teams, reconcile data across EWFM/Alvaria, and lead calibration meetings with clients. The role emphasizes strong problem-solving, teamwork, and continuous improvement within a global contact center environment.

Qualifications

• Experience with real-time adherence and service level management.
• Strong problem-solving skills and attention to detail.
• Ability to work collaboratively in a team environment.
• Experience with scheduling tools such as Alvaria and Teleopti is an advantage.

Responsibilities

• Create optimal shift schedules and generate rosters with minimal understaffing/overstaffing.
• Develop interval level staffing plans using forecasts, SLAs, and other assumptions.
• Generate interval level forecasts for transaction volume, AHT, and shrinkage with minimal variance.
• Plan team activities such as meetings, training, and coaching sessions.
• Reconcile employees listed in EWFM/Alvaria with available employees to prepare weekly schedules.
• Demonstrate leadership skills by making improvements and resolving issues.
• Manage WFM roster to ensure accurate active agent count.
• Conduct weekly calibration with clients for headcount and schedule plotting.

Skills

Real-time adherence

Service level management

Problem-solving

Teamwork / collaboration

Alvaria

Teleopti

Job description

Support Services Group is seeking a Workforce Scheduler in Metro Manila (Pasig). You will create optimal shift schedules based on forecast and actual trends, aiming to maximize resource utilization and meet SLAs.

You will collaborate with real-time teams, reconcile data across EWFM/Alvaria, and lead calibration meetings with clients. The role emphasizes strong problem-solving, teamwork, and continuous improvement within a global contact center environment.