Workforce Scheduler

Datamatics CMS PH; Pasig; On-site; PHP 279,000 - 446,000; Full time

Job summary

Datamatics CMS PH is seeking a Scheduler to manage the workforce management process, including scheduling and change management, ensuring KPIs are met and acting as a central contact for supervisors and senior management. You will assign resources, analyze volume and patterns, process changes, and optimize breaks while supporting 24x7 operations and overtime as needed.

Strong MS Excel and WFM software skills are required.

Qualifications

• Proficient in workforce management software.
• Strong data analysis and reporting skills.
• Advanced MS Excel (formulas, pivots).
• Ability to work under pressure in a fast-paced environment.

Responsibilities

• Assign resources by period to meet planned demand.
• Analyze historical volume, AHT, and shrinkage to forecast demand.
• Process shift trades and schedule changes after client release.
• Ensure tasks finish on time and adjust schedules for priorities.
• Optimize breaks and determine overtime or VTO needs.
• Support supervision by explaining daily/weekly event impacts.
• Provide regular feedback to Operations and Workforce teams.
• Maintain regular, punctual attendance.
• Work flexibly to cover 24x7 operations and overtime.
• Build strong relationships with internal clients.
• Work independently and in a team environment.

Skills

WFM software

Data analysis

MS Excel advanced

Communication with mgmt

Multitasking

Confidentiality

Team collaboration

Tools

AVAYA

APOLLO

SALESFORCE

PLAYVOX

Job description

The Scheduler is responsible for managing the workforce management processes including scheduling and change management to ensure that KPIs are met. In addition, this position also serves as the central point of contact for supervisors and senior management as related to service level information and KPI reporting. This position reports directly to the Workforce Supervisor.

Job Responsibilities

• A WFM Role responsible for assigning resources (Planned roster) by period to meet the estimated loaded demand
• Responsible for analysis of historical transaction volume and AHT arrival patterns and shrinkage to determine future patterns and demand requirements
• Process shift trades, schedule change requests, and time off requests after schedules are released by the client
• Ensure all tasks are completed on time and adjust schedules as necessary to accommodate changes in priorities or deadlines
• Optimize scheduled breaks and lunches as resource requirements change, determine need for extra hours and/or VTO, assess availability for offline functions and approve/deny as required
• Assist supervisory and management in understanding the impact of events that occur throughout the day/week
• Flexible in accepting assigned tasks to meet business need
• Provide regular feedback to Operations and Workforce team to improve upon short-range planning precision
• Regular, consistent and punctual attendance
• Must be able to work any hours assigned to support 24x7 operations hours and render overtime if needed
• Build strong interpersonal relationships with internal clients
• Work independently as well as in a team environment.

Experience/Skills

• Ability to analyze and interpret moderately complex data using workforce management software
• Ability to work with peers and other teams to achieve performance goals and objectives
• Proficient personal computer skills including Microsoft Office
• With advanced knowledge in MS Excel formulas, including pivots and database management
• Ability to communicate effectively with all levels of management and company personnel
• Ability to prioritize and organize work in a multitasked environment
• Ability to make decisions and solve problems under pressure
• Ability to perform in a fast-paced and dynamic work environment
• Ability to maintain the highest level of confidentiality and professionalism
• Knowledge in AVAYA, APOLLO, SALESFORCE, PLAYVOX