URGENT! Workforce Scheduler - Teleperformance Davao

Teleperformance; Davao City; On-site; PHP 360,000 - 600,000; Full time

Benefits offered by this job

Health insurance

Paid leave

Employee assistance program

Flexible working

Job summary

Teleperformance in Davao is seeking an experienced Workforce Scheduler to join our dynamic team on a full-time basis. You will manage complex scheduling, forecast demand, and optimize processes to support outstanding customer service across our call centre operations.

The ideal candidate has 1-3 years in scheduling, strong Excel and analytics skills, and a collaborative approach to work with team leads and HR. This is a great opportunity to contribute to service levels and operational excellence.

Qualifications

• 1-3 years of proven experience in workforce scheduling, preferably within a call centre or customer service environment.
• Strong proficiency with scheduling software and workforce management tools.
• Advanced skills in Microsoft Excel, including complex formulas and data analysis.
• Excellent analytical and mathematical skills with the ability to interpret data and identify trends.
• Strong organisational and time management abilities, with the capacity to prioritise multiple tasks.

Responsibilities

• Creating and managing staff schedules that align with call centre demand forecasts and service level requirements.
• Analysing call volume patterns, historical data and staffing trends to develop accurate workforce forecasts.
• Adjusting schedules in real-time to accommodate fluctuations in call volume, staff absences and operational needs.
• Communicating schedule changes and updates to team members in a timely and professional manner.
• Monitoring schedule adherence and identifying areas for improvement in workforce utilisation.
• Collaborating with team leads, managers and human resources to ensure compliance with labour regulations and company policies.
• Maintaining accurate scheduling records and generating reports on workforce metrics and performance indicators.
• Identifying opportunities to improve scheduling processes and implementing system enhancements.
• Supporting the development of contingency plans for high-demand periods or emergency situations.
• Training and providing guidance to junior scheduling staff as needed.

Skills

Workforce scheduling

Scheduling software

Excel

Analytical skills

Time management

Communication skills

Tools

Scheduling software

Job description

About the role

Teleperformance is seeking an experienced and detail-oriented Workforce Scheduler to join our dynamic team in Davao on a full-time basis. This role is critical to ensuring optimal staffing levels across our call centre operations, directly supporting our ability to deliver exceptional customer service. As Workforce Scheduler, you will be responsible for managing complex scheduling requirements, forecasting workforce demand, and optimising scheduling processes to enhance operational efficiency and employee satisfaction. This position reports directly to management and plays a pivotal role in maintaining service level agreements and operational excellence.

Key responsibilities

• Creating and managing staff schedules that align with call centre demand forecasts and service level requirements

• Analysing call volume patterns, historical data and staffing trends to develop accurate workforce forecasts

• Adjusting schedules in real-time to accommodate fluctuations in call volume, staff absences and operational needs

• Communicating schedule changes and updates to team members in a timely and professional manner

• Monitoring schedule adherence and identifying areas for improvement in workforce utilisation

• Collaborating with team leads, managers and human resources to ensure compliance with labour regulations and company policies

• Maintaining accurate scheduling records and generating reports on workforce metrics and performance indicators

• Identifying opportunities to improve scheduling processes and implementing system enhancements

• Supporting the development of contingency plans for high-demand periods or emergency situations

• Training and providing guidance to junior scheduling staff as needed

What we're looking for

• 1-3 years of proven experience in workforce scheduling, preferably within a call centre or customer service environment

• Strong proficiency with scheduling software and workforce management tools

• Advanced skills in Microsoft Excel, including the ability to create complex formulas and data analysis

• Excellent analytical and mathematical skills with the ability to interpret data and identify trends

• Strong organisational and time management abilities, with the capacity to prioritise multiple tasks simultaneously

• Outstanding communication skills, both written and verbal, to effectively interact with diverse stakeholders

• Problem-solving mindset with the ability to develop practical solutions to scheduling challenges

• Knowledge of call centre operations and service level agreement (SLA) management

• Familiarity with workforce forecasting methodologies and demand planning principles

• Attention to detail and commitment to accuracy in all scheduling and reporting activities

• Ability to work independently and as part of a collaborative team environment

• Knowledge of labour regulations and compliance requirements in the Philippines is advantageous

What we offer

• At Teleperformance, we value our employees and are committed to providing a supportive and rewarding work environment.
• We offer competitive compensation packages, opportunities for professional development and career advancement within a growing global organisation.
• Our employees enjoy access to comprehensive benefits including health insurance coverage, paid leave, and employee assistance programmes.
• We maintain a collaborative culture that encourages innovation and continuous improvement.
• We also provide flexible working arrangements where applicable and invest in training programmes to develop your skills and advance your career.
• At Teleperformance, we celebrate diversity and create an inclusive workplace where every employee can thrive and contribute to our collective success.

About us

Teleperformance is a global leader in digital customer experience and business process optimisation services. With a presence in over 80 countries, we deliver exceptional customer service solutions across multiple industries, including telecommunications, financial services, technology, retail and healthcare. Our mission is to help our clients build stronger connections with their customers whilst maintaining the highest standards of operational excellence. We are committed to fostering a workplace culture that values integrity, customer-centricity, innovation and employee wellbeing. Teleperformance Davao is part of this global network, and we pride ourselves on delivering world-class service to our clients whilst supporting the professional growth and development of our team members.