Workforce Scheduler

Probe CX; Quezon City; On-site; PHP 246,000 - 335,000; Full time

Job summary

Probe CX in the Philippines is seeking a Workforce Scheduler to build and publish weekly schedules that align with forecasted volumes and key performance indicators.

You will monitor intraday performance, adjust plans for spikes, ensure compliance with labor rules, and provide reporting on schedule adherence and staffing gaps to support better planning. This on-site role is based in Eastwood, Quezon City.

Qualifications

• At least 1 year of Scheduler experience.
• Proficient in using Excel.
• Must be amenable to work in Eastwood, Quezon City.

Responsibilities

• Scheduling & Planning: Building and publishing weekly or monthly staff schedules that align with forecasted volume and business KPIs.
• Intraday Management: Monitoring real-time performance and adjusting schedules on the fly to account for unexpected volume spikes, equipment failure, or staff absences.
• Resource Optimization: Allocating work based on employee skills, availability, and labor law compliance to avoid both underutilization and burnout.
• Exception Handling: Managing time-off requests, shift swaps, and unplanned shrinkage (e.g., sick leave or emergency downtime).
• Reporting & Analysis: Providing data on schedule adherence, staffing gaps, and historical trends to help management improve future planning.

Skills

WFM tools (NICE IEX)

Analytical thinking

Advanced Excel

Adaptability

Communication

Tools

NICE IEX

Excel

Job description

A workforce scheduler is responsible for creating, maintaining, and optimizing employee schedules to ensure operational demands are met while maximizing efficiency. They act as a bridge between forecasted workload needs and the actual deployment of personnel.

Core Responsibilities

• Scheduling & Planning: Building and publishing weekly or monthly staff schedules that align with forecasted volume and business KPIs.
• Intraday Management: Monitoring real-time performance and adjusting schedules on the fly to account for unexpected volume spikes, equipment failure, or staff absences.
• Resource Optimization: Allocating work based on employee skills, availability, and labor law compliance to avoid both underutilization and burnout.
• Exception Handling: Managing time-off requests, shift swaps, and unplanned shrinkage (e.g., sick leave or emergency downtime).
• Reporting & Analysis: Providing data on schedule adherence, staffing gaps, and historical trends to help management improve future planning.

Key Skills & Qualifications

• Technical Proficiency: Experience with Workforce Management (WFM) tools such as NICE IEX
• Analytical Thinking: The ability to interpret complex data, identify patterns, and forecast labor needs accurately.
• Advanced Excel: High-level skills in spreadsheet management for data mining and reporting.
• Adaptability: Strong problem-solving skills to manage frequent last-minute changes and high-pressure situations.
• Communication: Ability to coordinate effectively with operations managers and staff regarding schedule changes and performance expectations

Qualifications

• At least 1 year of Scheduler experience
• Proficient in using Excel
• Must be amenable to work in Eastwood, Quezon City