WFM - Scheduler

At Symbos, we create connected experiences by bringing together exceptional people, smart technology and a culture built on empathy and trust. As an Australian-led organisation with global scale, we partner with clients to deliver high-quality customer and operational support.

About The Account

This account supports motorists with emergency roadside assistance connected to automotive insurance policies and new-vehicle owner packages. The workforce team helps ensure training, certification and production support are scheduled accurately so frontline teams can respond to customers who need urgent help with breakdowns, lockouts, fuel delivery, accidents and towing.

The Opportunity

As a WFM Scheduler, you will build and maintain accurate schedules, training rosters, break plans and workforce reports for an emergency roadside assistance program. You will support training and production coverage, track attendance and certification readiness, coordinate intraday changes and help leaders make timely decisions using reliable workforce data.

What Sets This Role Apart

• Support a high-impact workforce role in a 24/7 emergency roadside assistance environment.
• Play a key role in training readiness by coordinating a 20-day in-office program with certification checkpoints.
• Work closely with Operations, Training, Quality, Workforce Management and People & Culture to keep coverage and readiness on track.
• Build scheduling and reporting capability while supporting night-shift operations and time-sensitive customer service delivery.
  
  

Key Responsibilities

• Prepare, maintain and update schedules, rosters and staffing plans for training and production based on operational priorities, service coverage needs and program requirements.
• Maintain training attendance, absence and certification trackers, including the two-day absence threshold and two-attempt certification limit.
• Monitor schedule adherence, attendance and staffing variances throughout the day and coordinate approved intraday adjustments.
• Prepare workforce reports covering training attendance, certification readiness, staffing coverage, adherence, shrinkage, schedule efficiency and other agreed WFM measures.
• Communicate coverage risks, attendance issues, certification risks and roster changes clearly to relevant stakeholders.
  
  

What We’re Looking For

• Indicative 1-3+ years of experience in workforce management, scheduling, real-time analysis, operations support or a similar BPO/contact centre role.
• Strong Microsoft Excel or spreadsheet capability, including schedule tracking, data accuracy checks and workforce reporting.
• Strong attention to detail, scheduling discipline and commitment to accurate workforce data.
• Ability to balance service coverage, training requirements, break planning, employee scheduling considerations and operational priorities.
• Confident communication style when coordinating with Operations, Training, Quality, Team Leaders, Workforce Management and People & Culture.
• Experience supporting night-shift, 24/7 operations
• Bachelor's degree or equivalent Philippine tertiary qualification is preferred; relevant WFM, scheduling, analytics or contact centre experience may be considered in lieu of formal education.
  
  

Nice to Have

• Exposure to real-time adherence, intraday management, break planning or shift-change coordination.
• Experience with workforce management tools, reporting dashboards or advanced spreadsheet tracking.
  
  

Who This Role Suits

• You are detail-focused and take pride in keeping schedules, rosters and trackers accurate.
• You stay calm when same-day changes happen and can communicate coverage risks clearly.
• You enjoy using data to keep operations prepared, organised and service-ready.
• You can work independently in a remote work setup.
  
  

Application Process

The first step in our recruitment process is an online assessment. Successful candidates will be contacted for the next stage, which may include a background check, photo ID verification and completion of relevant program requirements.

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