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SutherlandURGENT: Workforce Scheduler
Sutherland is hiring a Workforce Scheduler (L4) for a full-time, on-site role at the Manila PCC Site. This position focuses on generating and updating optimized schedules…
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About This Role
Sutherland is hiring a Workforce Scheduler (L4) for a full-time, on-site role at the Manila PCC Site. This position focuses on generating and updating optimized schedules that match staffing levels with client demand, operational guidelines, and service level targets. The individual in this role will build schedules, handle shift optimization, process activity updates, and manage schedule change requests. Success in this position involves working closely with Capacity Planning, Operations, and…
Job Description
Sutherland is hiring a Workforce Scheduler (L4) for a full-time, on-site role at the Manila PCC Site. This position focuses on generating and updating optimized schedules that match staffing levels with client demand, operational guidelines, and service level targets. The individual in this role will build schedules, handle shift optimization, process activity updates, and manage schedule change requests. Success in this position involves working closely with Capacity Planning, Operations, and Real-Time teams to maintain business continuity and achieve staffing efficiency.
This role suits professionals with experience in workforce management who possess strong technical skills in Genesys and a detailed understanding of contact center metrics. The Scheduler will track metrics such as Service Level, AHT, Occupancy, and Shrinkage, while planning overtime and time-off opportunities based on business needs.
Responsibilities
- Develop, publish, and maintain accurate schedules utilizing forecasted demand, shrinkage assumptions, and business rules
- Support key client key performance indicators during resource allocation and scheduling exercises
- Drive scheduling efficiency across 90 percent of the interval via optimized staffing and schedule design
- Build compliant schedules that maintain stable coverage and support shift inflexibility within the account
- Plan overtime requirements ahead of time and recommend paid time off opportunities based on staffing trends
- Modify schedules and activities to account for business needs, meetings, training, and time-off requests
- Collaborate with Real-Time Analysts and Operations to resolve staffing gaps and adapt to changing conditions
- Monitor schedule efficiency, service level impact, and staffing variances while identifying risks and corrective actions
- Share schedule adjustments and planning decisions with operations leaders and partners
- Maintain schedule compliance with internal workforce management standards, account requirements, and labor guidelines
Requirements
- At least 3 years of workforce management experience in resource planning, scheduling, or a related WFM function
- Practical experience using Genesys for workforce optimization, schedule creation, and schedule maintenance
- Understanding of contact center metrics including Service Level, Occupancy, AHT, Shrinkage, Schedule Efficiency, and Adherence
- Experience managing schedule changes, activity codes, exceptions, and staffing adjustments
- Proficiency in Microsoft Excel and reporting analysis
- Willingness to work on-site at the Manila PCC Site
Qualifications
- Experience with ASPECT
- Background supporting contact center or BPO operations in a fast-paced client environment
- Exposure to intraday planning, staffing optimization, and schedule efficiency reporting
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the location of this job?
This role is performed on-site at the Manila PCC Site.
What software expertise is required for this role?
Applicants must have experience in Genesys for schedule creation, maintenance, and workforce optimization. Additional expertise in Aspect is considered an advantage.
How much experience is needed to apply?
Candidates must have a minimum of 3 years of workforce management experience in scheduling, resource planning, or a related WFM function.
What is the employment type?
The posting specifies that this is a full-time position.
What is the salary for this position?
The salary is not specified in the job posting.
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