Probe Group

Workforce Scheduler

Probe Group  •  Quezon City, PH (Onsite)  •  2 hours ago
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Job Description

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

Qualifications:

  • At least 1 year of Scheduler experience
  • Proficient in using Excel
  • Must be amenable to work in Eastwood, Quezon City
Probe Group

About Probe Group

Probe Group is a leader in customer experience (CX) and business process outsourcing (BPO) services. We're a team of over 19,000 passionate individuals, driven by a shared belief in the power of human connection. We combine digital innovation with a people-first approach, crafting exceptional experiences that consistently exceed client expectations.

At the heart of Probe Group is the commitment to empowering people, driving innovation and harnessing technology to deliver meaningful experiences that truly matter. Our house of brands – Probe CX, Innovior, Convai, MicroSourcing and Beepo – each with their own unique identities and specialisations, work together to drive growth. We help our clients become modern digital organisations, where technology enhances, not replaces, the human touch.

We aim to be the digitally enabled, data driven and people led customer experience brand of choice. As CX experts, we understand customer needs, crafting personalised, efficient and effective interactions that foster lasting relationships. That’s why we build digital environments that foster both customer satisfaction and employee fulfillment. We champion the human element, bringing crucial empathy, understanding and personal connection which are key to exceptional CX.

Our end-to-end service offerings include CX strategy, real-time speech analytics, conversational AI, outsourcing and digital transformation solutions. We offer onshore, nearshore and offshore CX services, leveraging local expertise to enhance customer interactions across 28 markets.

We are Probe Group: diverse, empowering, accountable, innovative, customer-obsessed, respectful and empathetic. Uniquely digital. Naturally human.

Industry
Consulting & Advisory
Company Size
10,000+ employees
Headquarters
Melbourne, AU
Year Founded
Unknown
Website
probe.group
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