Scheduler, Workforce Management

At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose. 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 Explore our end-to-end career opportunities across CX strategy, real-time speech analytics, conversational AI, outsourcing and digital transformation solutions. Contribute to projects that transform customer experiences and help leading brands connect with their audiences in meaningful ways.