Workforce Scheduler

Mandaluyong City, Manila, Philippines

Category: Customer Success
Job ID: R_105972
Job Type: Regular

Job Description:

At Remitly, we believe everyone deserves the freedom to access, move, and manage their money wherever life takes them. Since 2011, we’ve tirelessly delivered on our promise to customers sending money globally, providing secure, simple, and reliable ways to manage their money, ensuring true peace of mind. Whether it’s supporting loved ones back home, growing a business across continents, or pursuing new opportunities abroad, we’re not just here to move money— we’re here to move our global customers forward.

We’re looking for builders, reimaginers, and global thinkers who want to work at the intersection of technology, trust, and transformation. If that’s you and you’re ready to do the most meaningful work of your career—we invite you to join over 2,800 passionate Remitlians worldwide who are united by our vision to transform lives with trusted financial services that transcend borders.

Summary: Analyze volume arrival and create schedule that would have high schedule efficiency. Recommend schedule changes to address any sudden change in arrival pattern. Manage time off request and agent investments of the associates.

Primary Duties and Responsibilities:

Create and optimize schedule shells, allocating productive time based on interval-level staffing needs.
Recognize and communicate challenges and areas of improvement, providing solutions to meet staffing expectations at the interval level.
Generate, evaluate, and update new schedules; manage shift bids and time-off allocations.
Facilitate meetings with stakeholders to ensure schedule plans are shared and discussed periodically.
Work closely with Operations, including business support groups (HR, Training, Facilities, etc.), to ensure essential training requirements and individual development time are scheduled each week with minimal impact to wait times.
Review time-off requests and make decisions based on forecast and business needs.
Collaborate with Real-Time Analysts to update real-time schedule exceptions in the WFM tool to ensure accurate adherence and compliance reporting.
Ensure forecast and schedule efficiency, consistency, and reliability.
Provide visibility into areas of opportunity and recommend solutions to improve staffing performance.
Conduct schedule simulations to advise on the impact of business strategies within contact centers.
Ensure the WFM tool is up to date.

Required Qualifications:

Open to RTAs.
Experience and understanding of staffing, queues, and performance measurements.
Proficiency in Excel.
Strong written and verbal communication skills with the ability to drive and effectively communicate change.
Strong reasoning abilities and sound judgment; tactful, flexible, and people-oriented.
Strong communication and interpersonal skills.
Ability to work in a team environment.
Ability to act with urgency to ensure both internal and external customers are served in a timely manner.
Strong ability to analyze contact trends and take appropriate action.

Working Conditions:

Daily office attendance is required.
In case of a work-from-home scenario, home working conditions must be suitable for work, including a quiet room or dedicated workspace and reliable internet access to attend meetings.
Must be available to work any shift on any day.
Travel-ready with a valid passport; a US visa is a plus.
Must be available to render shifts during emergency situations.

#LI-Onsite

Our Benefits:

Rice Allowance
Transportation Allowance
Paid Vacation
Medical, Dental & Vision
Accident and Life Insurance
Employee Stock Purchase Plan (ESPP)
Mental Health & Family Forming Benefits

Our Connected Work Culture: Driving Innovation, Together

At Remitly, we believe that true innovation sparks when we come together. Our Connected Work Culture fosters dynamic in-person collaboration, where ideas ignite and challenging problems find solutions faster. For corporate team members, we have an in-office expectation of at least 50% of the time monthly, typically achieved by coming in three days a week. This creates a consistent, meaningful overlap that supports team norms and business needs. Managers also have the flexibility to set higher expectations based on their team's specific needs. These intentional in-office moments are vital for deepening relationships, fueling creativity, and ensuring your impact is felt where it matters most.

Remitly is an E-Verify Employer

At Remitly, we are dedicated to ensuring that our workplace offers equal employment opportunities to all employees and candidates, in full compliance with applicable laws and regulations.

Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Job Description:

At Remitly, we believe everyone deserves the freedom to access, move, and manage their money wherever life takes them. Since 2011, we’ve tirelessly delivered on our promise to customers sending money globally, providing secure, simple, and reliable ways to manage their money, ensuring true peace of mind. Whether it’s supporting loved ones back home, growing a business across continents, or pursuing new opportunities abroad, we’re not just here to move money— we’re here to move our global customers forward.

We’re looking for builders, reimaginers, and global thinkers who want to work at the intersection of technology, trust, and transformation. If that’s you and you’re ready to do the most meaningful work of your career—we invite you to join over 2,800 passionate Remitlians worldwide who are united by our vision to transform lives with trusted financial services that transcend borders.

Summary: Analyze volume arrival and create schedule that would have high schedule efficiency. Recommend schedule changes to address any sudden change in arrival pattern. Manage time off request and agent investments of the associates.

Primary Duties and Responsibilities:

Create and optimize schedule shells, allocating productive time based on interval-level staffing needs.
Recognize and communicate challenges and areas of improvement, providing solutions to meet staffing expectations at the interval level.
Generate, evaluate, and update new schedules; manage shift bids and time-off allocations.
Facilitate meetings with stakeholders to ensure schedule plans are shared and discussed periodically.
Work closely with Operations, including business support groups (HR, Training, Facilities, etc.), to ensure essential training requirements and individual development time are scheduled each week with minimal impact to wait times.
Review time-off requests and make decisions based on forecast and business needs.
Collaborate with Real-Time Analysts to update real-time schedule exceptions in the WFM tool to ensure accurate adherence and compliance reporting.
Ensure forecast and schedule efficiency, consistency, and reliability.
Provide visibility into areas of opportunity and recommend solutions to improve staffing performance.
Conduct schedule simulations to advise on the impact of business strategies within contact centers.
Ensure the WFM tool is up to date.

Required Qualifications:

Open to RTAs.
Experience and understanding of staffing, queues, and performance measurements.
Proficiency in Excel.
Strong written and verbal communication skills with the ability to drive and effectively communicate change.
Strong reasoning abilities and sound judgment; tactful, flexible, and people-oriented.
Strong communication and interpersonal skills.
Ability to work in a team environment.
Ability to act with urgency to ensure both internal and external customers are served in a timely manner.
Strong ability to analyze contact trends and take appropriate action.

Working Conditions:

Daily office attendance is required.
In case of a work-from-home scenario, home working conditions must be suitable for work, including a quiet room or dedicated workspace and reliable internet access to attend meetings.
Must be available to work any shift on any day.
Travel-ready with a valid passport; a US visa is a plus.
Must be available to render shifts during emergency situations.

#LI-Onsite

Our Benefits:

Rice Allowance
Transportation Allowance
Paid Vacation
Medical, Dental & Vision
Accident and Life Insurance
Employee Stock Purchase Plan (ESPP)
Mental Health & Family Forming Benefits

Our Connected Work Culture: Driving Innovation, Together

At Remitly, we believe that true innovation sparks when we come together. Our Connected Work Culture fosters dynamic in-person collaboration, where ideas ignite and challenging problems find solutions faster. For corporate team members, we have an in-office expectation of at least 50% of the time monthly, typically achieved by coming in three days a week. This creates a consistent, meaningful overlap that supports team norms and business needs. Managers also have the flexibility to set higher expectations based on their team's specific needs. These intentional in-office moments are vital for deepening relationships, fueling creativity, and ensuring your impact is felt where it matters most.

Remitly is an E-Verify Employer

At Remitly, we are dedicated to ensuring that our workplace offers equal employment opportunities to all employees and candidates, in full compliance with applicable laws and regulations.

Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

What our Remitlians say

Evelyne Kuo

Program Manager - Technical

On the Security & Privacy team, I reimagine what’s possible by going beyond traditional compliance to create a culture where security is part of everyone’s day-to-day — through programs like our champion network, engaging training sessions, and company-wide awareness events that make security approachable and empowering.”

What our Remitlians say

Amara Agbo

Software Development Engineer II

To me, reimagining what’s possible means constantly learning new technologies and applying cutting-edge solutions to build localized systems that scale across currencies, countries, and regulations. The challenges we solve at Remitly don’t just strengthen our platform — they expand financial access for millions of people worldwide. That’s what makes the work both exciting and impactful.”

What our Remitlians say

Rosa Castellon Herrera

Senior Team Manager - QA

Stand for excellence means to me always raising the bar, pushing through discomfort, to deliver our best to our teams and customers every time. We come together as a team to share ideas to develop a rubric that helps us deliver impactful results.”

What our Remitlians say

A photo of a Remitly employee, smiling and looking at the camera.

Stephanie Cameron

Senior Product Manager

On the product team at Remitly, I’m trusted to make decisions that drive real impact—not just for my team, but for the business and our customers. I’m encouraged to take ownership of problems even when they’re outside my immediate scope, to speak up, and to bring the right people together to solve them. Lately, that’s meant working on real-time FX and funding tools that support our treasury team in lowering transaction costs—so we can pass those savings on to our customers. That trust and cross-team collaboration make it easy to stay focused on what really matters in the long run.”

What our Remitlians say

Nadav Yekutiel

Senior Manager - Analytics

At Remitly, diving deep has meant pushing past easy answers to truly understand what our customers need. I’ve seen our analytics teams uncover insights that weren’t obvious at first glance — like identifying hidden friction points in the customer journey that, once solved, improved both experience and trust. This commitment to going beyond the surface makes our recommendations stronger, and it’s a big part of how we deliver meaningful impact across the business.”