Workforce Scheduler

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Peak Support

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

📦 Logistics

📣 Marketing

💼 Consulting

Logistics • Marketing • Consulting

Peak Support is an AI-driven, award-winning business process outsourcing (BPO) company that provides customer experience and operational support to companies worldwide. They build and run multilingual CX teams delivering customer service, technical support, trust & safety/content moderation, back-office and accounting services, sales & marketing support, and Tech & AI solutions (chatbots, RPA, sentiment analysis, dashboards). With strategic locations across the Philippines, United States, Colombia and Eastern Europe, strong security certifications (PCI, SOC 2) and a data-driven approach, Peak Support helps businesses scale, reduce cost, and improve customer satisfaction.

📋 Description

• Design, manage, and maintain staffing schedules to ensure optimal coverage across all shifts • Adjust schedules proactively based on staffing requirements, shrinkage trends, and business requirements • Partner closely with the WFM Capacity Planner and Operations team to ensure resources are utilized effectively • Liaise with Operations team leaders to confirm schedules and resolve any conflicts or discrepancies • Track weekly shrinkage and make necessary adjustments to maintain healthy staffing levels • Develop and maintain reports to monitor performance and provide actionable insights to leadership • Continuously evaluate and enhance scheduling processes, offering recommendations to improve efficiency, cost-effectiveness, and employee satisfaction • Participate in meetings with clients and internal stakeholders to present scheduling insights and ensure alignment with service delivery expectations • Collaborate with Operations Leadership to meet client staffing requirements and service goals • Maintain flexibility to adjust schedules in real-time based on changing business conditions • Demonstrate high adaptability to shifting client demands and operational changes

🎯 Requirements

• At least 2 years of working experience as a Workforce Scheduler • Proven experience in workforce management or scheduling in a fast-paced, service-oriented environment • Strong analytical and problem-solving skills with a data-driven mindset • Proficiency in WFM tools and reporting systems • Excellent communication and interpersonal skills • Ability to manage multiple priorities and collaborate effectively across teams • Highly flexible and responsive to changing business needs and client requirements • Willingness to work varied shifts and extended hours when necessary

🏖️ Benefits

• Flexible work arrangements • Work-from-Home PLUS model • Positive and performance-driven culture • Opportunities for growth