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! Schedule Build and Optimisation • Translate interval-level forecasts into shift schedules, including standard, split, and micro-shift patterns, break/lunch placement, and skill-based assignment. • Process and reconcile time-off requests, balancing entitlements against coverage requirements. • Run schedule optimisation to minimise over/understaffing while remaining compliant with labour law and contracted hours. • Manage shift bidding/preference processes and publish final schedules to agents and supervisors. • Support scenario modelling for known volume events (campaigns, price changes, seasonal peaks) by building draft schedules against each scenario. • Maintain schedule accuracy records and support forecast-to-schedule variance reporting. • Coordinate with Real-Time Analysts on planned schedule adjustments (e.g., pre-approved overtime/VTO windows) ahead of anticipated peaks. Real-Time Management Support • As 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. • Monitor intraday service level, queue performance, and schedule adherence in Genesys Cloud CX, and flag coverage gaps early. • Make intraday schedule changes such as moving breaks, lunches, and off-phone activities, and action overtime or VTO within agreed rules. • Communicate intraday coverage risks and actions to vendor WFM teams and supervisors so that all vendors respond in a coordinated way. Genesys Cloud CX Scheduling • Schedule generation: Build, generate, and publish schedules in Genesys Cloud Workforce Engagement Management, using the agreed management units, planning groups, and service goal templates. • Scheduling 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. • Bidding and time off: Run work plan bids and manage time off requests and limits within Genesys so that entitlements and coverage stay in balance. • Skills and routing: Check that agent skills, languages, and queue memberships in Genesys match the schedule so that skill-based coverage is accurate. • Data accuracy: Audit scheduling data held in Genesys regularly, including agent profiles, contracted hours, and work plan assignments, to keep schedules accurate and reportable. Multi-Vendor Alignment • Apply the common WFM as a Service scheduling standards, definitions, and rules to every in-scope vendor so that schedules are consistent and comparable. • Work with vendor WFM teams on schedule inputs, time off, and planned changes, and flag where a vendor’s schedule puts client targets at risk. • Help rebalance scheduled coverage across vendors where one vendor is under or over staffed against its share of forecast demand. • Provide scheduling data for vendor performance reviews, including schedule accuracy, coverage against requirement, and time off impact. Collaboration and Reporting • Liaise with Operations Managers on the most effective use of resources, and raise issues affecting the ability to deliver service through the appropriate escalation channels. • Extract, format, and present scheduling information for internal and client stakeholders. • Communicate solutions, successes, and improvement opportunities to the Workforce Manager. • Practise and ensure compliance with all organisation, client, and labour law policies and procedures. • Perform other duties as assigned. Join the A-Team and experience the A-Life! Acquire Intelligence is an award-winning, global business outsourcer with 10,000 staff and over 16-years’ experience in delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail. We're an entrepreneurial business that is highly experienced in working with our partners to solve real-life problems quickly. A genuine partnership approach is at the heart of we do. Our teams are highly proficient in exceeding expectations, especially in situations where in-house teams may be typically challenged with the business processes of “big business.” We have Class A offices in 14 locations across Australia, the Dominican Republic, the Philippines and the United States, as well as comprehensive Work-from-Home environments, where client-permitted. We're recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence. As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages. Acquire takes your privacy very seriously. The information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunities. If you have provided consent and wish to withdraw it, you may click on the account settings and submit a request to delete your information. You may also inform us by writing to the address in the section on “Access Rights to Personal Data” or send us an email to [email protected]. Please refer to our Privacy Policy at https://acquire.ai/ph/privacy-policy/

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