{"id":3737342,"url":"https://alion.io/job/acquire-intelligence-scheduling-analyst","title":"Scheduling Analyst","company":{"id":4418402,"name":"Acquire Intelligence","domain":"acquire.ai","url":"https://alion.io/company/acquire-4","size_band":null,"is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":75,"open_postings":6,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":37,"computed_at":"2026-11-05T05:54:30Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pasig, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-04T10:26:05Z","employer_posted_date":"2026-11-04","last_verified_at":"2026-11-05T16:32:38Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!\nSchedule Build and Optimisation\nTranslate interval-level forecasts into shift schedules, including standard, split, and micro-shift patterns, break/lunch placement, and skill-based assignment.\nProcess and reconcile time-off requests, balancing entitlements against coverage requirements.\nRun schedule optimisation to minimise over/understaffing while remaining compliant with labour law and contracted hours.\nManage shift bidding/preference processes and publish final schedules to agents and supervisors.\nSupport scenario modelling for known volume events (campaigns, price changes, seasonal peaks) by building draft schedules against each scenario.\nMaintain schedule accuracy records and support forecast-to-schedule variance reporting.\nCoordinate with Real-Time Analysts on planned schedule adjustments (e.g., pre-approved overtime/VTO windows) ahead of anticipated peaks.\nReal-Time Management Support\nAs needed, support real-time management alongside the Real-Time Analysts to ensure coverage is maintained, particularly during peaks, outages, unplanned absence, or reduced analyst cover.\nMonitor intraday service level, queue performance, and schedule adherence in Genesys Cloud CX, and flag coverage gaps early.\nMake intraday schedule changes such as moving breaks, lunches, and off-phone activities, and action overtime or VTO within agreed rules.\nCommunicate intraday coverage risks and actions to vendor WFM teams and supervisors so that all vendors respond in a coordinated way.\nGenesys Cloud CX Scheduling\nSchedule generation: Build, generate, and publish schedules in Genesys Cloud Workforce Engagement Management, using the agreed management units, planning groups, and service goal templates.\nScheduling configuration: Maintain activity codes, work plans, shift templates, work plan rotations, and time off plans and limits in line with the change control process owned by the Workforce Manager.\nBidding and time off: Run work plan bids and manage time off requests and limits within Genesys so that entitlements and coverage stay in balance.\nSkills and routing: Check that agent skills, languages, and queue memberships in Genesys match the schedule so that skill-based coverage is accurate.\nData accuracy: Audit scheduling data held in Genesys regularly, including agent profiles, contracted hours, and work plan assignments, to keep schedules accurate and reportable.\nMulti-Vendor Alignment\nApply the common WFM as a Service scheduling standards, definitions, and rules to every in-scope vendor so that schedules are consistent and comparable.\nWork with vendor WFM teams on schedule inputs, time off, and planned changes, and flag where a vendor’s schedule puts client targets at risk.\nHelp rebalance scheduled coverage across vendors where one vendor is under or over staffed against its share of forecast demand.\nProvide scheduling data for vendor performance reviews, including schedule accuracy, coverage against requirement, and time off impact.\nCollaboration and Reporting\nLiaise with Operations Managers on the most effective use of resources, and raise issues affecting the ability to deliver service through the appropriate escalation channels.\nExtract, format, and present scheduling information for internal and client stakeholders.\nCommunicate solutions, successes, and improvement opportunities to the Workforce Manager.\nPractise and ensure compliance with all organisation, client, and labour law policies and procedures.\nPerform other duties as assigned.\nJoin the A-Team and experience the 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