Workforce Scheduler

We are looking for a detail-oriented and analytical Workforce Scheduler / Planner to join our Workforce Management team at XTendo Global. In this role, you will be responsible for planning, organizing, and optimizing employee schedules to ensure adequate operational coverage, efficient resource utilization, and compliance with service level requirements. You will work closely with Workforce Management, Operations, Training, Human Resources, and other stakeholders to maintain accurate schedules, respond to operational changes, and support continuous improvement across our contact center operations. The ideal candidate combines strong analytical skills, advanced Excel knowledge, excellent organizational abilities, and the flexibility to thrive in a dynamic, fast-paced environment.

Key Responsibilities
• Workforce Scheduling: Develop, manage, and maintain employee schedules based on staffing requirements, forecasted demand, and coverage plans provided by Workforce Management.
• Roster Management: Prepare and update scheduling sheets, ensuring accurate allocation of

working hours
, breaks, rest periods, training sessions, and other operational activities.
• Coverage Optimization: Monitor staffing levels, identify coverage gaps or excess capacity, and implement scheduling adjustments to support service level targets and operational efficiency.
• Schedule Adjustments: Update schedules in response to absences, operational incidents, staffing changes, client requirements, and other business needs.
• Training and Meeting Coordination: Coordinate schedules for training sessions, team meetings, coaching, feedback sessions, and administrative activities while minimizing operational disruption.
• Cross-Functional Collaboration: Work closely with WFM, Operations, Training, Human Resources, and other stakeholders to ensure scheduling decisions align with business priorities.
• Request Management: Review and process shift change requests and other scheduling adjustments according to internal policies, available capacity, and operational priorities.
• Data Accuracy and Reporting: Maintain accurate scheduling records, document schedule changes, and prepare regular reports on staffing coverage, schedule efficiency, and resource utilization.
• Systems and Tools: Update schedules across relevant workforce management platforms, spreadsheets, and corporate applications, ensuring information is accurate and accessible.
• Performance Monitoring: Analyze scheduling effectiveness, identify trends and inefficiencies, and recommend improvements to scheduling practices.
• Process Improvement: Contribute to automation initiatives and continuous improvement projects aimed at enhancing scheduling accuracy, efficiency, and productivity.
• Compliance and Confidentiality: Follow company policies and procedures related to information security, data protection, and the confidential handling of employee and client information. Requirements Education
• High school diploma required; technical, technological, or university-level education is preferred.
• A degree or relevant academic background in Accounting, Business Administration, Industrial Engineering, or a related field is an advantage.
• Postgraduate studies are considered a plus. Professional Experience
• 2–3 years of experience in workforce scheduling, planning, resource coordination, or a similar role.
• Previous experience in a contact center, BPO, or customer service environment is strongly preferred.
• Experience managing employee rosters, shift rotations, breaks, and operational coverage.
• Proven ability to analyze staffing data, identify scheduling discrepancies, and implement corrective actions. Technical Skills
• Microsoft Excel: Advanced proficiency, including data analysis, formulas, and reporting.
• Microsoft Office: Advanced knowledge of Excel, PowerPoint, and Word.
• Google Workspace: Intermediate proficiency with Google Sheets, Docs, Slides, Drive, Forms, and Calendar.
• Planning and Project Management Tools: Familiarity with tools such as MS Project, Power BI, Asana, or Trello.
• Ability to work with scheduling systems, workforce management platforms, and operational reporting tools.
• Strong numerical, analytical, and data management skills. Languages
• Working knowledge of English or other relevant languages, depending on operational requirements.
• C2 or native Greek Key Competencies
• Analytical Thinking: Ability to interpret data, identify coverage gaps, and support decisions with accurate information.
• Planning and Organization: Excellent time management and prioritization skills, with the ability to manage multiple deadlines simultaneously.
• Attention to Detail: High level of accuracy when handling scheduling data, employee records, and roster updates.
• Problem-Solving: Proactive approach to resolving scheduling conflicts and responding to unexpected operational changes.
• Results Orientation: Focus on meeting coverage requirements, service level targets, and operational objectives.
• Communication: Clear written and verbal communication skills, with the ability to coordinate effectively across departments.
• Collaboration: Ability to build productive working relationships with WFM, Operations, Training, and Human Resources.
• Adaptability: Comfortable working in a fast-paced environment with changing priorities and business demands.
• Resilience: Ability to remain organized and effective under pressure.
• Integrity and Confidentiality: Responsible handling of sensitive employee, operational, and client information.
• Flexibility: Willingness to work rotating shifts in line with operational requirements. Key Performance Indicators (KPIs) Performance will be evaluated against relevant metrics, including:
• Schedule Efficiency: Effectiveness of schedules in meeting operational coverage requirements while optimizing available resources.
• Schedule Adherence: Compliance with assigned schedules and established scheduling procedures, where applicable.
• Schedule Accuracy: Percentage of schedules and rosters prepared correctly and maintained up to date.
• Operational Coverage: Ability to maintain appropriate staffing levels in line with demand and service level requirements.
• Staffing Optimization: Effectiveness in minimizing avoidable overstaffing and understaffing.
• Request Response Time: Average time taken to review and respond to scheduling requests.
• Schedule Change SLA Compliance: Percentage of shift changes and scheduling requests processed within the agreed service level.
• Reporting Accuracy and Timeliness: Quality and punctuality of scheduling reports and updates.

What We Offer
• Fully remote work arrangement.
• The opportunity to contribute to workforce planning and operational excellence in an international environment.
• Collaboration with cross-functional teams across Workforce Management and Operations.
• Opportunities to contribute to process improvement and scheduling optimization initiatives. Interested in Joining Us? If you are organized, analytical, and passionate about workforce planning and operational efficiency, we would love to hear from you. Apply today and become part of the XTendo Global team XTendo Global is committed to creating an inclusive and collaborative working environment. We welcome applications from candidates who meet the role requirements and are motivated to contribute to our team's success.