Workforce Scheduler

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

Join our team as a Workforce Scheduler! You'll play a critical role in creating schedules based on forecast and actual trends, improving resource utilization, and supporting real-time teams to achieve Service Level Agreements (SLAs).

Key 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.

Additional Skills:

• 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 Alvaria and Teleopti is an advantage but not required.

Why Join Us:

• Be a part of a forward-thinking company that values innovation and efficiency.

• Work in a collaborative and supportive environment.

• Opportunity to lead and make impactful changes.

• Attractive and comprehensive compensation package! #BetterWithSSG

Company Description:

Support Services Group is a global, omnichannel contact center solutions company founded in 1998 with headquarters in Waco, Texas. Our company provides tailored, omnichannel solutions for Technical Support, Customer Care, E-commerce and Retail, RMA Management, B2B/B2C Sales, Sales Support, membership services, travel services, and more. Our mission is to deliver extraordinary customer care to brands that prioritize customer satisfaction and loyalty. We have strategically located ourselves in 10 countries with 20+ locations and 10,000+ employees. With the right People, Technology, and Solutions, we offer unparalleled customer experience to all clients worldwide.