Workforce Scheduler Retail B2C AU Telco

Discover your 100% YOU with MicroSourcing!

Position: Workforce Scheduler – Retail (B2C AU Telco)

Location: BGC, Taguig City

Work setup & shift: Onsite work setup | Day shift

Be a part of something big at Microsourcing!

Were building a new team to support a dynamic challenger in the Australian telco space; a company committed to redefining customer experiences and pushing the boundaries of digital innovation.

Our client serves mid-market to large enterprise customers and is committed to building a sustainable, high-performance environment in the Philippines. We partner with our client to foster an inclusive culture that attracts, develops, and retains top talent—creating an exceptional place to work while enabling the delivery of a world class service centre

This is your chance to contribute to projects that connect millions nationwide while working with cutting-edge technology. Join us on this exciting journey and grow your career with a company thats at the forefront of the telecommunications industry!

Your Role

The Workforce Scheduler supports the Retail Workforce Planning function by creating accurate, compliant, and operationally effective store rosters. The role translates labour forecasts and store requirements into practical schedules that balance customer demand, labour budgets, fairness, and compliance with enterprise agreements and labour laws.

Working closely with Retail Store Leaders and Workforce Planning Analysts, the Scheduler ensures rosters meet coverage needs, reflect team availability, and support strong operational performance. This role requires strong attention to detail, clear communication, and the ability to interpret complex scheduling rules.

As a Workforce Scheduler You Will

Stakeholder Collaboration

• Partner with Retail Store Leaders and Workforce Planning Analysts to align rosters with operational and labour plans.
• Communicate scheduling outcomes clearly to build trust and gain buy-in.
  
  

Roster Creation & Compliance

• Create, maintain, and publish accurate weekly rosters on time.
• Ensure rosters comply with Australia Telco retail enterprise agreements, labour laws, and scheduling rules.
• Identify potential compliance risks and escalate issues early.
  
  

Operational Execution

• Translate labour forecasts, customer demand patterns, and workload drivers into effective store rosters.
• Apply availability patterns, labour mix requirements, and business standards consistently.
• Support roster changes related to onboarding, store transitions, or operational changes.
  
  

Continuous Improvement

• Identify opportunities to improve roster accuracy, scheduling processes, and workflows.
• Monitor roster performance and reduce risks related to overspend, coverage gaps, or compliance issues.
  
  

Key Performance Indicators (KPIs)

Roster Accuracy & Timeliness

• Rosters published on time and in line with agreed scheduling cycles.
• High accuracy of scheduled hours versus approved labour budgets.
• Minimal avoidable rework or post-publication corrections.
  
  

Compliance

• Rosters comply with enterprise agreement requirements, labour laws, breaks, and rest periods.
• Zero or minimal compliance breaches at roster publication.
• Proactive identification and mitigation of potential compliance risks.
  
  

Coverage & Labour Efficiency

• Rosters meet coverage requirements aligned to customer demand and labour forecasts.
• Effective labour mix applied across stores.
• Reduction in overtime and unplanned labour spend linked to scheduling issues.
  
  

Stakeholder Satisfaction

• Positive feedback from Retail Store Leaders regarding roster quality and responsiveness.
• Timely resolution of scheduling queries and issues in line with agreed service levels.
  
  

Operational Improvement

• Demonstrated improvements in roster quality, accuracy, or scheduling processes.
• Reduction in scheduling-related escalations or operational disruptions.
  
  

What You Need

Non-negotiables

• 3–5 years’ experience in workforce scheduling, workforce planning, or a closely related operational role.
• 2–3 years’ experience creating and managing rosters in a retail or frontline environment.
• Proven experience using Workforce Management (WFM) systems and scheduling tools.
• Demonstrated experience interpreting and applying enterprise agreements, awards, or labour rules.
• Strong organisational skills with the ability to manage multiple deadlines and competing priorities.
• Strong communication and stakeholder management skills, with the ability to influence store leadership teams.
  
  

Preferred

• Experience in large-scale or multi-site retail operations.
• 1–2 years’ experience supporting change initiatives or operational improvement activities.
• Intermediate Microsoft Excel skills, including reporting and basic analysis.
• Understanding of retail industry awards or enterprise agreements.
• Presentation skills and confidence engaging with frontline leaders.
  
  

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About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Why join MicroSourcing?

Youll have:.

• Competitive Rewards*: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Experience a culture that values your time, offering a balanced schedule and team-driven initiatives designed to help you enjoy life beyond work.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.
  
  

Our commitment to 100% YOU

MicroSourcing firmly believes that our companys strength lies in our peoples diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – its our commitment. Our way of life. Here, we dont just accept your unique authentic self - we celebrate it, valuing every individuals contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

• Terms & conditions apply

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