Workforce Scheduler

Company Description

About Sutherland

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland
Unlocking digital performance. Delivering measurable results.

Job Description

The Scheduler (L4) is responsible for creating and maintaining optimized schedules that align staffing with client demand, service level goals, and operational requirements. This role requires strong expertise in Genesys as the core workforce platform, with additional exposure to Aspect considered an advantage. The Scheduler will manage schedule builds, shift optimization, activity updates, and schedule change requests while partnering closely with Operations, Capacity Planning, and Real-Time teams to deliver staffing efficiency and business continuity.
 

Key Responsibilities
 

• Schedule Creation and Maintenance: Develop, publish, and maintain accurate schedules based on forecasted demand, staffing requirements, shrinkage assumptions, and business rules.

• SL Management: Ensure optimized staffing to support key client KPIs during resource allocation and scheduling exercises.

• Scheduling Efficiencies: Drive scheduling efficiency across 90% of interval through optimized staffing and effective schedule design.

• Shift Inflexibility: Drive shift inflexibility within the account by building effective and compliant schedules that support stable coverage.

• Overtime and PTO Planning: Plan overtime requirements well in advance within schedules and recommend PTO opportunities based on staffing trends and business needs.

• Schedule Updates: Update schedules and activities based on business requirements, approved changes, meetings, training, time-off requests, and other operational needs.

• Intraday Coordination: Partner with Real-Time Analysts and Operations to address staffing gaps, optimize interval performance, and respond to changing conditions.

• Reporting and Analysis: Track schedule efficiency, staffing variances, and service level impact; highlight risks and recommend corrective actions.

• Stakeholder Communication: Communicate schedule changes, staffing recommendations, and planning decisions clearly to operations leaders and relevant partners.

• Compliance and Accuracy: Ensure schedules are compliant with account requirements, labor guidelines, and internal workforce management standards.

Qualifications

Required Qualifications
 

• Minimum 3 years of workforce management experience in scheduling, resource planning, or a related WFM function.

• Mandatory expertise in Genesys for schedule creation, schedule maintenance, and workforce optimization.

• Strong understanding of contact center metrics such as Service Level, AHT, Occupancy, Shrinkage, Schedule Efficiency, and Adherence.

• Hands-on experience in updating schedule changes, activity codes, exceptions, and staffing adjustments based on business requirements.

• Strong analytical and problem-solving skills with high attention to detail.

• Good communication and stakeholder management skills.

• Advanced proficiency in Microsoft Excel and reporting analysis.

• Willingness to work onsite at the Manila PCC Site.
 

Preferred Qualifications
 

• Additional expertise in ASPECT is good to have.

• Experience supporting BPO or contact center operations in a fast-paced client environment.

• Exposure to intraday planning, staffing optimization, and schedule efficiency

reporting

Additional Information