Workforce Scheduler - Davao City

Create short-term to long-range forecasts for workload, headcount requirements, AHT trends, shrinkage inputs, and occupancy. Routinely evaluate interval-level attainment against targets to identify production volume changes requiring workload reassessment. Track and report forecasted versus actual production volume trends by line of business, campaign, and site, performing root cause analysis to drive service level improvements. Monitor attendance and tardiness to adjust staffing, update the scheduling database, and generate attendance reports. Generate schedules using IEX software to meet service levels by line of business and campaign, ensuring operational staff are positioned effectively with minimal overtime. Clean headcount rosters, load historical volumes to project variances, and coordinate agent development activities within budget. Advise on and approve time-off requests based on objective analysis, while conducting meetings with departmental partners to address staffing risks and course correct service levels.