At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific and Asia, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.
A workforce scheduler is responsible for creating, maintaining, and optimizing employee schedules to ensure operational demands are met while maximizing efficiency. They act as a bridge between forecasted workload needs and the actual deployment of personnel.
Core Responsibilities
• Scheduling & Planning: Building and publishing weekly or monthly staff schedules
that align with forecasted volume and business KPIs.
• Intraday Management: Monitoring real-time performance and adjusting schedules on the fly to account for unexpected volume spikes, equipment failure, or staff absences.
• Resource Optimization: Allocating work based on employee skills, availability, and labor law compliance to avoid both underutilization and burnout.
• Exception Handling: Managing time-off requests, shift swaps, and unplanned
shrinkage (e.g., sick leave or emergency downtime).
• Reporting & Analysis: Providing data on schedule adherence, staffing gaps, and historical trends to help management improve future planning.
Key Skills & Qualifications
• Technical Proficiency: Experience with Workforce Management (WFM) tools such as NICE IEX
• Analytical Thinking: The ability to interpret complex data, identify patterns, and forecast labor needs accurately.
• Advanced Excel: High-level skills in spreadsheet management for data mining and reporting.
• Adaptability: Strong problem-solving skills to manage frequent last-minute changes and high-pressure situations.
• Communication: Ability to coordinate effectively with operations managers and staff regarding schedule changes and performance expectations
Qualifications:
• At least 1 year of Scheduler experience
• Proficient in using Excel
• Must be amenable to work in Eastwood, Quezon City
Skills Required
- At least 1 year of scheduler experience
- Proficiency in Microsoft Excel
- Amenable to working in Eastwood, Quezon City
- Experience with workforce management tools such as NICE IEX
- Advanced spreadsheet management for data mining and reporting
- Strong analytical thinking and labor forecasting ability
- Strong problem-solving and adaptability skills
- Effective communication with operations managers and staff
What We Do
At Probe CX, we help our clients become modern digital organisations. With a dedicated team of 19,000-plus staff across five countries, including Australia, New Zealand, the Philippines, the United States, and India, we create blueprints for delivering exceptional CX. We combine the latest technology with people, processes, and data, and provide businesses with complete end-to-end service for customer operations. In a world that has never been more competitive, Probe CX creates innovative, contemporary digital solutions with a human touch to help unlock trapped value and establish a foundation for service-led value creation that is socially responsible and sustainable. Having worked with clients across various industries, ranging from household names to ambitious start-ups, Probe CX is committed to helping organisations create environments for digitally-enabled CX to thrive
