Scheduler

Unify CX is looking for an extraordinary Scheduler to join our motivated and ambitious team.

Role: Scheduler

Work Location/Setup: Philippines | On-Site

Shift Schedule: 5-day work week | Shifting Schedule | Graveyard

What Will You Do?

The Scheduler is responsible for creating and maintaining agent schedules to ensure adequate staffing levels across all shifts. They work closely with Workforce Management and Operations to align schedules with forecasted volumes, business needs, and agent availability. The Scheduler also manages shift bids, time-off requests, and schedule changes to help optimize service delivery and efficiency.

• Create and manage agent schedules based on forecasted volume
• Coordinate with WFM and Operations to ensure proper staffing
• Handle shift bids, schedule changes, and time-off requests
• Maintain schedule accuracy and update in WFM tools
• Help ensure service level targets are met
• Support intraday schedule adjustments as needed
  
  

Who You Are

To be considered, candidates are expected to have the following:

Required Qualifications

• Bachelor’s degree or equivalent work experience
• At least 1 year of experience in Workforce or Scheduling
• Familiarity with WFM tools (e.g., NICE, Verint, Genesys, etc.)
• Proficient in MS Excel or Google Sheets
• Strong attention to detail and time management skills
• Good communication and coordination abilities
• Ability to work in shifting schedules, including weekends/holiday
  
  

Preferred Qualifications

• Experience using advanced WFM tools (e.g., NICE IEX, Verint, Genesys Cloud)
• Background in scheduling for multi-site or multi-program environments
• Knowledge of BPO workforce metrics (e.g., occupancy, shrinkage, SLA)
• Strong analytical and forecasting skills
• Familiarity with automated scheduling systems
• Experience supporting shift bids and rotational schedules
• Ability to adapt quickly to changing business needs
• Prior experience working closely with Operations and Workforce teams
  
  

Who We Are

unifyCX is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines. We provide personalized contact centers, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, unifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele.

At unifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision.

unifyCX is a certified minority-owned business and an EOE employer who welcomes diversity.