Workforce Scheduler

About the role

The Scheduler owns schedule creation, schedule maintenance, roster accuracy, rest-day planning, shift assignment, approved schedule changes, and schedule publishing. This role ensures the operation has a clean and usable schedule before the live shift begins. The Scheduler supports WFM by translating staffing plans into executable rosters and supports Operations by keeping approved schedules accurate, communicated, and aligned with operational demand, training, nesting, rest days, and site capacity.

Key responsibilities

• Build and publish approved schedules by site, shift, team, role, and operator.
• Assign shifts, rest days, break windows, lunch windows, training blocks, nesting blocks, and coverage lanes based on the approved workforce plan.
• Ensure every employee receives two rest days, either consecutive or staggered, based on coverage requirements.
• Confirm schedules support the required crew configuration, relief pool, and maximum piloting-hour rules where applicable.
• Publish schedules with enough lead time for Team Leads, Shift Leads, and operators to prepare.
• Encode approved schedule changes, slide shifts, rest-day changes, overtime, leaves, training pulls, and roster corrections.
• Keep schedule records aligned with WFM-approved staffing plans and Site Lead / Shift Lead operational requirements.
• Validate that changes do not create uncovered intervals, excessive piloting hours, break/lunch conflicts, or rest-day violations.
• Identify under-covered and overstaffed intervals before schedules are finalized.
• Maintain the schedule change log and approval record.

About you

• Bachelor's degree, preferably in Business Administration, Operations Management, Industrial Engineering, or a related field.
• Around 2–4 years of relevant experience in workforce scheduling, WFM, operations planning, BPO scheduling, or a similar role.
• BPO/Contact Center experience is preferred, especially those who have handled high-volume or 24/7 operations.
• Very organized and detail-oriented with strong scheduling discipline and attention to detail.
• Comfortable working with Excel/Google Sheets and scheduling/WFM systems.
• Familiarity with shift patterns, rest days, breaks/lunches, training pulls, nesting, overtime, and coverage rules.
• Ability to translate workforce plans into practical rosters.
• Clear communication with WFM, RTA, Shift Leads, Team Leads, Site Leads, L&D, and People & Culture.
• Ability to identify downstream coverage risks before the schedule is published.
• Strong version-control and documentation habits.