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Open nowFirst seen 3 days ago

Customer Service Representative (Workforce Rostering)

Smartsourcing BPO23 open roles

Where
Cebu City, Cebu, Philippines
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Your applicationOpen nowCustomer Service Representative (Workforce Rostering)Smartsourcing BPO · Cebu City, Cebu, Philippines

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Smartsourcing BPO's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market. Smartsourcing BPO postings stay open a median of 1 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 57.8%60 days
This job: first seen 3 days ago

Smartsourcing BPO median: 1 days open

The posting

Right people, right place, right time — that's your craft.

Hi! We're Smartsourcing, and we're hiring a full-time, onsite Customer Service Representative (Workforce Rostering) to keep care running smoothly — coordinating shifts, covering staffing gaps, and making sure the right people are in the right place at the right time.

Where? JEG Tower, Archbishop Reyes, Corner Acacia St., Barangay Kamputhaw, Cebu City, 6000 Cebu

About the Role

As a Workforce Rostering Admin, you'll coordinate staff schedules so client care requirements are always met — managing shift assignments, responding to changes and shortages, and keeping rostering records current. Alongside scheduling, you'll validate timesheets ahead of payroll, support new-staff onboarding and compliance, and act as the go-to contact for scheduling questions from staff and clients. It's a fast-moving, people-facing role for someone highly organised and calm under pressure, who can solve staffing puzzles quickly and communicate clearly across teams.

Schedule: Shifting

Key Responsibilities

Scheduling & Shift Management

  • Coordinate staff schedules to ensure all client care requirements are met.
  • Manage shift assignments and respond to schedule changes or staffing shortages.
  • Maintain updated workforce scheduling records and rostering systems.

Timesheet & Payroll Support

  • Review and validate staff timesheets before payroll processing.
  • Ensure accuracy of recorded work hours and shift allocations.
  • Coordinate with payroll teams to resolve timesheet discrepancies.

Compliance & Onboarding Support

  • Support onboarding of new staff by ensuring scheduling and documentation requirements are met.
  • Maintain compliance with company procedures related to workforce scheduling and staff documentation.
  • Keep workforce compliance records updated.

Client & Staff Communication

  • Serve as a primary point of contact for scheduling-related inquiries from staff and clients.
  • Handle all calls and emails promptly and professionally.
  • Coordinate with staff to address scheduling concerns or service coverage issues.

Artificial Intelligence (AI) Readiness and Digital Enablement

  • Maintain baseline AI literacy and use approved AI tools responsibly, in line with company policies, data privacy, information security, and client confidentiality obligations.
  • Apply sound judgment by validating outputs and avoiding overreliance, ensuring accuracy and accountability in all work delivered.
  • Participate in AI readiness trainings and proactively identify opportunities for process improvement through automation and responsible AI integration.

What You'll Need to Succeed

Experience

  • Experience in workforce management, scheduling, operations coordination, or staffing support
  • Experience supporting client operations and workforce scheduling environments
  • Background in service-delivery environments such as healthcare, outsourcing, or operations support advantageous

Skills & Behaviours

  • Strong written and verbal communication, able to coordinate effectively with staff, internal teams, and client stakeholders
  • Highly organised and calm under pressure, with strong problem-solving instincts
  • Familiarity with timesheet validation and payroll coordination procedures
  • Awareness of data privacy and confidentiality standards when handling staff and client records

Education

  • Bachelor's degree in Business Administration, Operations Management, Healthcare Administration, or a related field

Tools

  • Workforce scheduling systems or rostering tools
  • Microsoft Office (Excel, Outlook, Word)
  • Google Workspace tools

Benefits

Step Into the Smartsourcing Experience

Smartsourcing was created with one mission: to change lives. We're here to ensure that businesses flourish and, just as importantly, that every member of the crew is inspired, supported, and set up to thrive. For the fifth year running, we've been recognized as one of HR Asia's Best Companies to Work For. This award isn't just a title--it's a testament to our commitment to making Smartsourcing an incredible place to build a career.

Why You'll Love Working Here

At Smartsourcing, we believe the best work comes from people who feel seen, heard, and valued. That's why we're all about fostering an environment where you can be your true self. We take pride in being certified as a Great Place to Work, because we know that when you love where you work, extraordinary things happen. Here's just a glimpse of what we offer:

  • 5-day Christmas Leave (unwrap real time off)
  • Healthcare from Day 1 for you and your family (because healthcare matters)
  • Free lunch and barista-crafted coffee daily (we take our caffeine seriously)
  • Night shift differential for evening schedules
  • Subsidized gym membership and sports wellness clubs
  • Smartsourcing Exclusives (deals made just for you)
  • Themed BFFs, monthly knockoffs, summer parties
  • Community give-back programs and personal development workshops

We're not just another outsourcing company. We're building something that actually matters here a place where good work meets good culture.

Keep care flowing, shift after shift. Apply now.

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