Workforce Scheduler

Peak Support, a rapidly growing outsourcing firm serving some of today’s most innovative companies, is seeking exceptional Schedulers from the Philippines to join our growing team.

Your role as a Scheduler includes, but is not limited to the following tasks:

-Communicate scheduling guidelines and requirements to appropriate projects.
-Create and optimize schedule shells, allocating productive time based on interval level staffing needs
-Recognize and communicate challenges and areas of improvement; providing solutions
to meet staffing expectations at interval level.
-Generate, evaluate, and update new schedules, manage shift bids and time off allocations
-Facilitate meetings with each project to ensure schedule plans are shared and discussed periodically
-Work closely with Operations including business support groups (HR, Training, Facilities) to ensure essential training requirements and individual and personal development time are scheduled each week with the least impact to wait times
-Review time off requests and make decisions based on forecast and business needs
-Work closely with Real-Time Analysts to update real-time schedule exceptions received to ensure accurate adherence and compliance reporting
-Ensure forecast and schedule efficiency, consistency, and reliability
-Align call demand based on agent skills to achieve key performance objectives
-Provide visibility and solutions to areas of opportunity to improve staffing performance
-Conduct schedule simulations to provide advice regarding the impact of business strategies within contact centers.
-Develop and maintain internal control, setting benchmarks and giving feedback on data performance and recommended actions