Workforce Scheduler

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. The Scheduler is responsible for, but not limited to: ● Data Analysis and Recommendation Formulation ○ Monitor and review volume patterns for existing clients. Update forecast based on historical data to compare with forecast provided by the client (if any) ○ Determine overtime hours for understaffing, additional time off for overstaffing ○ Track shrinkage or off-phone activities for accuracy of staffing recommendations ○ Come up with staffing recommendations (hiring and movements) to meet service level utilization targets, and determine financial impact on the business ○ Determine capacity per agent, per workgroup, per center, determine volume allocation between the two centers based on capacity ○ Calculate staffing requirements and create schedules that meet the defined service level, revenue goals, and operating and budget parameters ○ Analyze performance, forecast accuracy, and schedule efficiency; identify challenges and opportunities for improvement ● Report Generation and System Update ○ Update FTE and team list information ○ Create training and meeting schedules for optimizing agent availability ○ Generate schedules ○ Generate ad-hoc reports within Workforce’s scope of responsibility ● Coordination With Other Units ○ Coordinate shift bids, administer schedule assignment process ○ Coordinate/administer schedule adjustments, schedule exceptions, schedule trade/shift swap with Real Time Team ○ Regularly communicate with clients, Ops, and other units in WFM regarding forecast, staffing and capacity numbers Qualifications: -At least 2 years of Workforce Scheduler experience -Client Facing Experience -Must be amenable to work in Makati 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.