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.
Job Description
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: Drive scheduling efficiency across 90% of interval through optimized staffing and effective schedule design.
• Shift Inflexibility: Drive shift inflexibility within the account by building effective and compliant schedules that support stable coverage.
• Overtime and PTO Planning: Plan overtime requirements well in advance within schedules and recommend PTO opportunities based on staffing trends and business needs.
• Schedule Updates: Update schedules and activities based on business requirements, approved changes, meetings, training, time-off requests, and other operational needs.
• Intraday Coordination: Partner with Real-Time Analysts and Operations to address staffing gaps, optimize interval performance, and respond to changing conditions.
• Reporting and Analysis: Track schedule efficiency, staffing variances, and service level impact; highlight risks and recommend corrective actions.
• Stakeholder Communication: Communicate schedule changes, staffing recommendations, and planning decisions clearly to operations leaders and relevant partners.
• Compliance and Accuracy: Ensure schedules are compliant with account requirements, labor guidelines, and internal workforce management standards.
QualificationsRequired Qualifications
• Minimum 3 years of workforce management experience in scheduling, resource planning, or a related WFM function.
• Experience in Genesys for schedule creation, schedule maintenance, and workforce optimization.
• Strong understanding of contact center metrics such as Service Level, AHT, Occupancy, Shrinkage, Schedule Efficiency, and Adherence.
• Hands-on experience in updating schedule changes, activity codes, exceptions, and staffing adjustments based on business requirements.
• Strong analytical and problem-solving skills with high attention to detail.
• Good communication and stakeholder management skills.
• Advanced proficiency in Microsoft Excel and reporting analysis.
• Willingness to work onsite at the Manila PCC Site.
Preferred Qualifications
• Additional expertise in ASPECT is good to have.
• Experience supporting BPO or contact center operations in a fast-paced client environment.
• Exposure to intraday planning, staffing optimization, and schedule efficiency
reporting
Skills Required
- Minimum 3 years of workforce management experience in scheduling, resource planning, or a related WFM function
- Experience using Genesys for schedule creation, maintenance, and workforce optimization
- Strong understanding of contact center metrics, including Service Level, AHT, Occupancy, Shrinkage, Schedule Efficiency, and Adherence
- Hands-on experience updating schedule changes, activity codes, exceptions, and staffing adjustments
- Strong analytical and problem-solving skills with high attention to detail
- Good communication and stakeholder management skills
- Advanced proficiency in Microsoft Excel and reporting analysis
- Willingness to work onsite at the Manila PCC Site
- Additional expertise in Aspect
- Experience supporting BPO or contact center operations in a fast-paced client environment
- Exposure to intraday planning, staffing optimization, and schedule efficiency reporting
Sutherland Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Sutherland and has not been reviewed or approved by Sutherland.
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Flexible Benefits — Flexible scheduling and work-from-home arrangements are offered on certain programs, supported by remote-work infrastructure and virtual IT support. Program-specific flexibility is emphasized for “Sutherland Anywhere” roles.
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Leave & Time Off Breadth — Paid time off and paid training are positioned as standard elements, with some materials also highlighting flexible vacation days. Core leave features are presented as part of the baseline package.
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Strong & Reliable Incentives — Performance incentives, bonuses, and commissions are available on selected programs to supplement base pay. Goal-linked earnings opportunities are described for certain functions.
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What We Do
We make digital ?????™ by combining human-centered design with real-time Analytics, AI, Cognitive Technology & Automation to create exceptionally engineered Brand Experiences! Sutherland is an experience-led digital transformation company. Our mission is to deliver exceptionally engineered experiences for customers and employees today, that continue to delight tomorrow. For over 35 years, we have cared for our customers’ customers, delivering measurable results and accelerating growth. Our proprietary, AI-based products and platforms are built using robust IP and automation. We are a team of global professionals, operationally effective, culturally meshed, and committed to our clients and to one another. We call it One Sutherland. #MakeDigitalHuman
