Sutherland
Business Services
Scheduler(L4)
Neural analysis suggests this role is
optimal for mid candidates.
“Scheduler (L4) at Sutherland. Skills: Workforce management, Scheduling, Resource planning, Genesys. Create and maintain optimized schedules. Align staffing with client demand”
What You'll Achieve.
Deliver staffing efficiency; Deliver business continuity; Support key client KPIs; Drive scheduling efficiency across 90% of interval
Industry & Context.
Problem-solving skills
Work onsite at Manila PCC Site
What They're Looking For.
Must Have
3 years workforce management experience, Genesys expertise required, Contact center metrics understanding, Schedule changes experience, Analytical and problem-solving skills, High attention to detail, Good communication skills, Good stakeholder management skills, Advanced Microsoft Excel proficiency, Reporting analysis proficiency, Willingness to work onsite
Nice to Have
ASPECT expertise, BPO experience, Contact center operations experience, Intraday planning exposure, Staffing optimization exposure, Schedule efficiency reporting exposure
What You'll Do.
Create and maintain optimized schedules
Align staffing with client demand
Align staffing with service level goals
Align staffing with operational requirements
Manage schedule builds
Manage shift optimization
Manage activity updates
Manage schedule change requests
Deliver staffing efficiency
Deliver business continuity
Develop accurate schedules
Publish accurate schedules
Maintain accurate schedules
Support key client KPIs
Drive scheduling efficiency
Support stable coverage
Plan overtime requirements
Recommend PTO opportunities
Update schedules based on business requirements
Update activities based on business requirements
Address staffing gaps
Optimize interval performance
Respond to changing conditions
Track schedule efficiency
Track staffing variances
Recommend corrective actions
Communicate schedule changes
Communicate staffing recommendations
Communicate planning decisions
Ensure schedule compliance
Ensure compliance with labor guidelines
Ensure compliance with workforce management standards
How You'll Work.
Team & Collaboration
Partner with Operations; Partner with Capacity Planning; Partner with Real-Time teams; Partner with Real-Time Analysts; Communicate to operations leaders; Communicate to relevant partners
Communication Scope
Stakeholder management
Full Job Description
About Sutherland Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise. We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence. We’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. For 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. Sutherland Unlocking digital performance. Delivering measurable results. The 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. Key Responsibilities • Schedule Creation and Maintenance: Develop, publish, and maintain accurate schedules based on forecasted demand, staffing requirements, shrinkage assumptions, and business rules. • SL Management: Ensure optimized staffing to support key client KPIs during resource allocation and scheduling exercises. • Scheduling Efficiencies:
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