Workforce Scheduler

1 day ago

Makati City, National Capital Region, Philippines Lean Solutions Group Philippines Full time ₱900,000 - ₱1,200,000 per year

Workforce Scheduler

The Workforce Scheduler plays a key role in ensuring smooth daily operations by creating and managing agent schedules, monitoring real-time performance, and supporting staffing decisions that help meet service level goals. This role works closely with Operations and Workforce Management teams to align staffing with business needs, optimize resources, and maintain a productive and balanced work environment in a fast-paced BPO setting.

Key Responsibilities

Scheduling & Capacity Planning

  • Create and maintain agent schedules based on forecasted demand, factoring in shrinkage, breaks, and business requirements.
  • Analyze historical data to build accurate short- and long-term capacity plans.
  • Collaborate with Operations, Talent Acquisition, and HR to support hiring and cross-training strategies.
  • Adjust schedules as needed to meet changing business needs and ensure coverage.

Real-Time Monitoring & Intraday Support

  • Monitor queues and agent activity to ensure service levels are met across channels (calls, chats, emails).
  • Track adherence, handle times, and staffing levels to identify gaps and recommend adjustments.
  • Communicate real-time updates to Operations regarding staffing, skill allocation, and system performance.
  • Provide support during unexpected events like outages, absenteeism, or volume spikes.

Tool Utilization & Reporting

  • Use workforce management tools such as NICE IEX (experience with Aspect or Verint is a plus) for scheduling, forecasting, and reporting.
  • Generate and share reports on key metrics like adherence, shrinkage, service levels, and interval compliance.
  • Assist team members in using WFM tools and applying best practices.

Qualifications & Skills

  • 2–3 years of experience in workforce scheduling or a similar role in a BPO or contact center environment.
  • Strong understanding of workforce management principles and contact center operations.
  • Proficiency in NICE IEX or similar WFM platforms.
  • Advanced Excel skills (e.g., VLOOKUP, pivot tables, INDEX/MATCH, macros).
  • Strong analytical and problem-solving abilities.
  • Excellent communication and multitasking skills.
  • Ability to work under pressure and adapt quickly to changing priorities.

Education:

  • At least Senior High School Graduate or College Level (any course).
  • A Bachelor's degree is a plus but not required.

What We Offer:

  • Competitive salary and benefits package
  • Opportunities for career growth and professional development
  • Supportive and collaborative work environment

Job Types: Full-time, Permanent

Benefits:

  • Company events
  • Health insurance
  • Life insurance
  • Opportunities for promotion
  • Paid training
  • Promotion to permanent employee

Application Question(s):

  • Do you have at least 1 to 2 years of experience as a Scheduler in the BPO industry?
  • Are you willing to work onsite in Makati City?
  • Are you available to start immediately if selected?
  • What is your salary expectation for the position?

Work Location: In person

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