Workforce Scheduler & Customer Concierge

Who We Are

Brolly Labs, now rebranded as CatalyzeX , is a business process outsourcing specialist that combines process expertise with top offshore talent, delivering the best value outcomes for its clients.

As an incubator of cutting-edge services, software, and AI brands, we partner with forward-thinking firms in e-commerce, legal, healthcare, and software sectors to deliver human-centric solutions that truly make a difference.
What You'll Do

As a Customer Service & Scheduling Concierge, you'll not only handle standard customer interactions but also manage complex project and staff scheduling to ensure operational efficiency across our client accounts. Responsibilities include:

Customer & Phone Support

- Answer all incoming calls promptly and professionally.

- Handle overflow calls courteously, providing solutions and guidance.

Advanced Scheduling & Resource Coordination

- Manage and optimize schedules for clients and internal staff, including technicians, project teams, or appointment-heavy services.

- Reassign appointments or tasks as needed due to cancellations, no-shows, or resource conflicts.

- Proactively adjust schedules to maximize staff utilization and ensure client needs are met.

- Coordinate with multiple stakeholders (customers, technicians, project staff) to resolve scheduling conflicts quickly.

Customer Communication

- Confirm appointments and updates with customers via phone, email, and SMS.

- Follow company Standard Operating Procedures (SOPs) for professional and consistent communication.

SMS & Email Management
- Send, monitor, and respond to messages promptly and accurately.

Administrative Support

- Perform other administrative tasks as directed.

- Apply discretion and sound judgment in all customer-facing communications.

Who You Are

- Minimum 2 years of experience in a customer-facing or scheduling-heavy role (email, chat, phone).

- Experience in HIPAA-regulated, healthcare, legal, or appointment-heavy environments is a strong plus.

- Skilled in scheduling and communication platforms like Google Calendar, Calendly, RingCentral, Klara, OhMD, GoHighLevel, SimplePractice, or similar tools.

- Preferred: Experience in workforce management or resource allocation.

- Excellent spoken and written English, including clear, natural American English with occasional casual language where appropriate.

- Friendly, empathetic, solution-oriented, and able to troubleshoot problems quickly.

- Proactive, adaptable, and capable of managing complex scheduling scenarios under pressure.

Technical Requirements

- Internet connection: High-speed internet required; minimum 20 Mbps or fiber connection.

- Computer / laptop: Employees must use a genuine, supported business laptop with built-in hardware security and full-disk encryption enabled. Unsupported, modified, bypass-installed, rooted, or jailbroken operating systems are not permitted.
- Windows: Windows 11 (preferably Windows 11 Pro), 2021 model or newer, with TPM 2.0 enabled and BitLocker / Windows Device Encryption turned on.

- Mac: Apple MacBook / Mac, 2020 model or newer, preferably Apple Silicon M1 or newer, running a supported macOS version with FileVault enabled.

- Not permitted: Chromebooks (ChromeOS), tablets, and mobile devices are not supported and cannot be used for this role.

- RAM: Minimum 8 GB (16 GB preferred).

- Noise-canceling headset.

- Power and internet backup required.

Rates and Expectations

- Work Setup: Remote

- Part-time Role

- Rate: PHP 46,000 - 47,000

- Channel Support: Primarily Phone, with Email or Chat as needed depending on assignment

- Timezone: Eastern or Pacific

If you're organized, detail-oriented, and love keeping projects running smoothly, apply through our Careers Page. Only applications submitted via the careers form will be considered.

Originally posted on Himalayas