{"id":2355355,"url":"https://alion.io/job/sutherland-workforce-scheduler","title":"Workforce Scheduler","company":{"id":6648,"name":"Sutherland","domain":"sutherlandglobal.com","url":"https://alion.io/company/sutherland","size_band":"201-500","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":80,"open_postings":42,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":21,"computed_at":"2026-10-12T06:55:09Z"}},"role":"HR","role_family":"HR","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Taguig, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":8000,"max_usd":17500,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1653},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false}],"status":"live","first_seen_at":"2026-10-12T13:40:18Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-10-12T19:16:04Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"About Sutherland\nArtificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.\nWe work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.\nWe’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.\nFor 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.\nSutherland\nUnlocking digital performance. Delivering measurable results.\nThe 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.\nKey Responsibilities\nSchedule Creation and Maintenance: Develop, publish, and maintain accurate schedules based on forecasted demand, staffing requirements, shrinkage assumptions, and business rules.\nSL Management: Ensure optimized staffing to support key client KPIs during resource allocation and scheduling exercises.\nScheduling Efficiencies: Drive scheduling efficiency across 90% of interval through optimized staffing and effective schedule design.\nShift Inflexibility: Drive shift inflexibility within the account by building effective and compliant schedules that support stable coverage.\nOvertime and PTO Planning: Plan overtime requirements well in advance within schedules and recommend PTO opportunities based on staffing trends and business needs.\nSchedule Updates: Update schedules and activities based on business requirements, approved changes, meetings, training, time-off requests, and other operational needs.\nIntraday Coordination: Partner with Real-Time Analysts and Operations to address staffing gaps, optimize interval performance, and respond to changing conditions.\nReporting and Analysis: Track schedule efficiency, staffing variances, and service level impact; highlight risks and recommend corrective actions.\nStakeholder Communication: Communicate schedule changes, staffing recommendations, and planning decisions clearly to operations leaders and relevant partners.\nCompliance and Accuracy: Ensure schedules are compliant with account requirements, labor guidelines, and internal workforce management standards.\nRequired Qualifications\nMinimum 3 years of workforce management experience in scheduling, resource planning, or a related WFM function.\nExperience in Genesys for schedule creation, schedule maintenance, and workforce optimization.\nStrong understanding of contact center metrics such as Service Level, AHT, Occupancy, Shrinkage, Schedule Efficiency, and Adherence.\nHands-on experience in updating schedule changes, activity codes, exceptions, and staffing adjustments based on business requirements.\nStrong analytical and problem-solving skills with high attention to detail.\nGood communication and stakeholder management skills.\nAdvanced proficiency in Microsoft Excel and reporting analysis.\nWillingness to work onsite at the Manila PCC Site.\nPreferred Qualifications\nAdditional expertise in ASPECT is good to have.\nExperience supporting BPO or contact center operations in a fast-paced client environment.\nExposure to intraday planning, staffing optimization, and schedule efficiency\nreporting","description_format":"text","description_chars":4187,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing (BPO)","Call Center Services"],"lifecycle":[{"event":"open","at":"2026-10-12T14:41:03Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":21,"reasons":["conf:1","win:early","comp:brand"],"computed_at":"2026-10-12T20:45:42Z"},"pay":null,"html_url":"https://alion.io/job/sutherland-workforce-scheduler","json_url":"https://alion.io/job/sutherland-workforce-scheduler.json","meta":{"generated_at":"2026-10-12T20:45:42Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":33764,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":6648},"rest":"https://alion.io/mcp/rest/get_company?id=6648"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsutherland-workforce-scheduler"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsutherland-workforce-scheduler"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsutherland-workforce-scheduler"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/sutherland-workforce-scheduler\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsutherland-workforce-scheduler"}]}