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Workforce Scheduler

Sendwave

Sendwave

Cebu City, Cebu, Philippines
Posted on Thursday, April 4, 2024

About Zepz

Zepz is the group powering two leading global remittance brands: WorldRemit and Sendwave. Since 2010, we have been disrupting an industry previously dominated by offline legacy players with our relentless focus on reducing the cost of remittances and increasing safety and convenience for our users. Every day, our people work to unlock the prosperity of cross-border communities through finance and technology - driven by our vision of a world that celebrates migrants’ impact on prosperity, at home and abroad.

Our brands helped cross-border communities send over $15bn from 50 countries to recipients in 130 countries in 2022. We operate over 5,000 money transfer corridors worldwide and employ over 1,000 people globally. Zepz is a remote-first employer, with team members located across six continents.


Our vision is to create a world that celebrates migrants’ impact on prosperity, at home and abroad. Our purpose is to unlock the prosperity of cross-border communities through finance and technology.


Zepz.io

Our Commitments:

  1. We act like owners - We are relentlessly delivering for our users and spending money thoughtfully.
  2. We embrace embarrassing honesty - We function best when we're open and honest with one another — especially about our challenges and doubts.
  3. We have a bias to action - We get to first outcomes quickly, iterate and learn.
  4. We strive to be better - We may make mistakes, but always learn from them.
  5. We are inclusive - to better reflect and serve our users.

About the role:

The Workforce Scheduler plays a critical role in overseeing the scheduling operations to ensure optimal staffing levels and adherence to service level agreements.

Reporting to the Head of Customer Care, you will:

  • Using short-term forecast, latest intraday volume arrival pattern, AHT trends, create daily schedules/rosters on weekly/fortnightly/monthly basis (as per business requirement).
  • Maintain 4 weeks rolling published schedules.
  • Maintain accurate, effective schedules for all Associates ensuring proper coverage in multiple queues.
  • Ad hoc requests (extended hours, flexible schedules, queue consolidation).
  • Provide regular updates to leaders and staff regarding service and staffing conditions.
  • Develop and implement appropriate and timely Service Level Action Plans that may include adjustments to on0lie and off-line staffing.
  • Provide communication and direction to leaders and staff in the implementation of Service level Action Plans.
  • Input changes to Associates schedules into AWS in an accurate and timely manner.
  • Ensure the shifts are in accordance with HR policies.
  • Highlight to CC Ops in case of deficit and share overtime requirements to cover the deficit. Incorporate overtime wherever applicable.
  • Share final schedule with CC Ops and RTA for execution.
  • Complete other tasks as needed to meet daily operational requirements.

What you bring to the table:

  • At least 1 year of WFM experience preferably with previous scheduling experience.
  • Experience with AWS is an advantage.
  • Strong analytical and problem–solving skills.
  • Strong technical skills; comfortable learning and effectively using a wide variety of tools and software.
  • Strong communication skills, both written and verbal.
  • Good understanding of basic Contact Center metrics and overall Contact Center operations.
  • Able to juggle concurrent priorities and multi-task.
  • Ability to work under pressure.
  • Required to work flexible hours.
  • Willing to work onsite.

What we offer you:

Please note that the benefits below will apply to Full-time roles.

We have five core benefits for our talent in the US, UK, Philippines, Poland, and South Africa. If you're not in one of those regions, don’t worry - the Talent team can let you know what is available for you specifically:

  • Unlimited Annual Leave: Most Zepz team members are eligible for unlimited annual leave. Colleagues in customer-facing roles, receive a competitive holiday allowance and four recharge days a year. Feel free to make the most of your time off and maintain a healthy work-life balance!

  • Private Medical Cover: ​​You can opt-in to a Private Medical Insurance scheme. This provides you with access to thorough medical coverage, so you can feel confident in your health and well-being.

  • Retirement: We offer pension schemes to help you plan for and secure your future.

  • Life Assurance: Life assurance is available to give you peace of mind and protect your loved ones in case of the unexpected.

  • Parental Leave: We offer competitive parental leave schemes to ensure you are spending as much quality time with your new bundle of joy as possible.

We are also remote-first as an organisation, offering flexibility for you to work where you need to be most productive. In many locations, we have workspaces, which you can use as you desire. Most roles in the Philippines are predominately office-based, with this we offer free meals for those 100% on-site.

In addition to the above, you will discover that we have a range of secondary perks (such as the cycle-to-work scheme and employee discounts) depending on your location, to help you thrive at Zepz!

Why choose Zepz?

  • Our team of over 1,000 employees is fully distributed across the world. We are working from coffee shops, homes, and co-working spaces — making us one of the larger fully distributed growth-stage startups in the world but we also offer workspace in our talent cluster locations - spaces we can meet, collaborate and connect.

  • We are proud parents, community organizers, farmers, band members, yoga teachers, YouTube influencers, former Olympians, and serial entrepreneurs.

  • We collectively speak over twenty languages, including Akuapem, Amharic, Bengali, Ewe, Fante, Ga, Igbo, Kalenjin, Luganda, Oromo, Somali, Swahili, Wolof, Bulgarian, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, Greek, Hungarian, Irish, Italian, Latvian, Lithuanian, Maltese, Polish, Portuguese, Romanian, Slovak, Slovenian, Spanish and Swedish.

  • At Zepz, embodying our commitments binds us together. We are collectively passionate about striving to achieve our vision and purpose - to continue to provide the best service to our users.

Ready to Apply?

Applications will be reviewed on a rolling basis. If interested, please submit your resume along with a cover letter (optional), highlighting why your experience demonstrates you meet the requirements of the role. Please also indicate the countries in which you have work authorization.

Confidence can sometimes hold us back from applying for a job. But we'll let you in on a secret: there's no such thing as a 'perfect' candidate. Zepz is a place where everyone can thrive.

So however you identify and whatever background you bring with you, and if at all you might need any form of support to make the process as comfortable as possible, please let us know and give us a shot by applying. We want you to be excited to wake up to make an impact every day.