Workforce Scheduler

Responsibilities

• Develop, publish, and maintain accurate schedules based on forecasted demand and staffing requirements
• Ensure optimized staffing to support key client KPIs and service level goals
• Drive scheduling efficiency and shift inflexibility through effective design
• Plan overtime requirements and recommend PTO opportunities based on staffing trends
• Update schedules and activities based on business requirements, training, and time-off requests
• Partner with Real-Time Analysts and Operations to address staffing gaps and optimize interval performance
• Track schedule efficiency, staffing variances, and service level impact
• Communicate schedule changes and staffing recommendations to operations leaders
• Ensure compliance with account requirements and labor guidelines

Requirements

• Minimum 3 years of workforce management experience in scheduling or resource planning
• Proficiency in Genesys for schedule creation and workforce optimization
• Strong understanding of contact center metrics (Service Level, AHT, Occupancy, Shrinkage, Adherence)
• Experience updating schedule changes, activity codes, and staffing adjustments
• Advanced proficiency in Microsoft Excel and reporting analysis
• Strong analytical, problem-solving, and stakeholder management skills
• Willingness to work onsite at the Manila PCC Site

Preferred Qualifications

• Additional expertise in ASPECT
• Experience supporting BPO or contact center operations in fast-paced environments
• Exposure to intraday planning and staffing optimization reporting

About the Company

Sutherland leverages AI, automation, and cloud engineering to drive digital transformation and optimize business operations for iconic brands worldwide.