Workforce Scheduler | Dayshift | Ortigas

ABOUT US

ACQUIRE INTELLIGENCE™ is an award-winning outsourcer providing contact centre and back-office services with a vision to connect organisations to skilled people globally. Our mission is to be the partner of choice for corporate growth, by enabling businesses to leverage the best global resources at the right price.

You are a Workforce Scheduler, a champion in your field. As part of the A-team, your role plays an important part in our success.

ROLE PURPOSE

Builds, optimises, and maintains agent schedules based on forecasted demand, ensuring coverage aligns with SLA targets while balancing occupancy, labour rules, and agent flexibility options. As needed, supports real-time management to ensure coverage.

This role operates within a WFM as a Service set up, in which Acquire Intelligence delivers the WFM/Command Centre function for the client across multiple delivery vendors. The Workforce Scheduler applies common scheduling standards across all in-scope queues and vendors, so that combined coverage meets client targets and schedules are built consistently in Genesys Cloud CX.

KEY RESPONSIBILITIES

Schedule Build and Optimisation

· Translate interval-level forecasts into shift schedules, including standard, split, and micro-shift patterns, break/lunch placement, and skill-based assignment.

· Process and reconcile time-off requests, balancing entitlements against coverage requirements.

· Run schedule optimisation to minimise over/understaffing while remaining compliant with labour law and contracted hours.

· Manage shift bidding/preference processes and publish final schedules to agents and supervisors.

· Support scenario modelling for known volume events (campaigns, price changes, seasonal peaks) by building draft schedules against each scenario.

· Maintain schedule accuracy records and support forecast-to-schedule variance reporting.

· Coordinate with Real-Time Analysts on planned schedule adjustments (e.g., pre-approved overtime/VTO windows) ahead of anticipated peaks.

Real-Time Management Support

· As needed, support real-time management alongside the Real-Time Analysts to ensure coverage is maintained, particularly during peaks, outages, unplanned absence, or reduced analyst cover.

· Monitor intraday service level, queue performance, and schedule adherence in Genesys Cloud CX, and flag coverage gaps early.

· Make intraday schedule changes such as moving breaks, lunches, and off-phone activities, and action overtime or VTO within agreed rules.

· Communicate intraday coverage risks and actions to vendor WFM teams and supervisors so that all vendors respond in a coordinated way.

Genesys Cloud CX Scheduling

· Schedule generation: Build, generate, and publish schedules in Genesys Cloud Workforce Engagement Management, using the agreed management units, planning groups, and service goal templates.

· Scheduling configuration: Maintain activity codes, work plans, shift templates, work plan rotations, and time off plans and limits in line with the change control process owned by the Workforce Manager.

· Bidding and time off: Run work plan bids and manage time off requests and limits within Genesys so that entitlements and coverage stay in balance.

· Skills and routing: Check that agent skills, languages, and queue memberships in Genesys match the schedule so that skill-based coverage is accurate.

· Data accuracy: Audit scheduling data held in Genesys regularly, including agent profiles, contracted hours, and work plan assignments, to keep schedules accurate and reportable.

Multi-Vendor Alignment

· Apply the common WFM as a Service scheduling standards, definitions, and rules to every in-scope vendor so that schedules are consistent and comparable.

· Work with vendor WFM teams on schedule inputs, time off, and planned changes, and flag where a vendor’s schedule puts client targets at risk.

· Help rebalance scheduled coverage across vendors where one vendor is under or over staffed against its share of forecast demand.

· Provide scheduling data for vendor performance reviews, including schedule accuracy, coverage against requirement, and time off impact.

Collaboration and Reporting

· Liaise with Operations Managers on the most effective use of resources, and raise issues affecting the ability to deliver service through the appropriate escalation channels.

· Extract, format, and present scheduling information for internal and client stakeholders.

· Communicate solutions, successes, and improvement opportunities to the Workforce Manager.

· Practise and ensure compliance with all organisation, client, and labour law policies and procedures.

· Perform other duties as assigned.

REQUIRED EXPERIENCE

· 2 to 4 years in a WFM scheduling role.

· Practical experience with Genesys Cloud Workforce Engagement Management

· Familiarity with Erlang C or equivalent staffing calculations and multi-skill/multi-channel scheduling.

· Understanding of relevant labour law/entitlement requirements affecting shift design.

· Strong attention to detail and comfort working with large datasets (forecasts, historical volume, entitlement balances).

Preferred

· Hands-on experience building and publishing schedules in Genesys Cloud CX, including work plans, rotations, and work plan bidding.

· Genesys Cloud CX Workforce Engagement Management certification.

· Experience scheduling across multiple vendors or sites within a WFM as a Service or managed service model.

· Advanced Excel skills; working knowledge of Power BI or SQL is an advantage.

HOW SUCCESS IS MEASURED

· Schedule efficiency: scheduled coverage against interval requirement, with minimal over and understaffing.

· Service level and SLA attainment supported by the published schedule and intraday coverage actions.

· Schedule accuracy and forecast-to-schedule variance within agreed tolerance.

· Time off requests processed on time and within coverage limits.

· Full compliance with labour law, entitlements, and contracted hours.

· Consistent application of scheduling standards across all vendors.