Workforce Management Scheduler

EPG is a global leader in workforce solutions, partnering with innovative organizations to deliver exceptional talent worldwide. We are proud to support a leading global cryptocurrency and financial technology company that is transforming how people and businesses interact with digital assets and financial services.

Position Details

• Location: Uptown Bonifacio Tower Three, 36th Street Corner 11th Avenue, Taguig City, Philippines
• Work Arrangement: On-site
• Schedule: Night shift, 9 PM–6 AM PHT | Fulltime
• Hours: 40 hours/week
• Hours per Day: 8 hours
• Days per Week: 5 days
• Openings: 2

About the Role

We are looking for a Scheduler to support workforce management operations by monitoring real-time queues, managing schedules, analyzing staffing and call volume trends, and coordinating with internal teams and vendor partners to meet key performance indicators (KPIs).

The Scheduler will play an important role in maintaining appropriate staffing levels, managing schedule adherence, and communicating real-time operational impacts to leadership.

Key Responsibilities

• Monitor real-time queues and work closely with multiple vendor partners to meet key performance indicators (KPIs).
• Manage daily and intraday performance reports and provide status updates to leadership.
• Monitor and manage daily and intraday schedule adherence.
• Analyze historical call volume, interval arrival patterns, and staffing patterns.
• Reallocate inbound volume and staffing assignments when needed.
• Encode and manage exceptions using workforce management tools.
• Serve as the point of contact for additional in-center pullout requests from internal teams and vendor partners.
• Communicate real-time operational impacts, including outages, increases in volume, and vendor-related issues.
• Collaborate with internal departments to identify opportunities to improve resource utilization and operational performance.
• Provide input and recommendations related to workforce performance and resource utilization.

Qualifications & Skills

• Passionate about delivering an excellent customer experience.
• Minimum of 1 year of relevant experience in Workforce Management or Operations.
• Experience in real-time management, reporting, scheduling, and capacity planning.
• Proficiency in workforce management tools.
• Strong analytical skills with the ability to work with large amounts of data and identify trends and patterns.
• Proficiency in Microsoft Excel and Google Sheets.
• Flexible and adaptable to the evolving needs of a high-growth and fast-paced organization.
• Excellent written and verbal communication skills.
• Ability to proactively collaborate with other departments to identify opportunities for improvement in resource utilization and provide input on performance.
• Strong organizational and problem-solving skills.
• Ability to work effectively in a fast-paced, deadline-driven environment.

Important Requirements

• Must be willing to work on-site in Taguig City.
• Must be available to work 40 hours per week, 5 days per week.
• Must be comfortable working with real-time workforce management data and tools.
• Experience in Workforce Management or Operations is required.

Why Join Us

Join a leading global cryptocurrency and financial technology company and gain valuable experience in workforce management and operations. This role offers the opportunity to work in a fast-paced environment, collaborate with multiple teams and vendor partners, and contribute directly to operational performance and customer experience.