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.