Workforce Scheduler

2 weeks ago

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

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

  • Workforce Analyst

    2 weeks ago

    Makati City, National Capital Region, Philippines Cambridge University Press & Assessment | Manila Full time ₱35,000 - ₱47,000 per year

    Employment type: Fixed-Term/Secondment (6 months)Location: Makati City, Metro ManilaWork setup: We operate in a hybrid work environment, and we encourage applicants who are open to working in the office two to three days a week to apply.Work schedule: 4:00 PM - 12:00 MN PH time.Pay range: We value transparency and want to ensure a good fit for both parties....

  • Workforce Management Real-Time Analyst

    1 week ago

    Makati City, National Capital Region, Philippines Penbrothers Full time ₱1,200,000 - ₱2,400,000 per year

    About PenbrothersPenbrothers is an HR and remote talent management partner and one of the fastest-growing companies in the Philippines. We connect talented Filipinos to global opportunities with high-growth startups and dynamic companies, enabling them to build careers from the comfort of their own homes. We provide end-to-end support in recruitment, HR,...

  • Sr. Specialist, Workforce

    2 weeks ago

    Quezon City, National Capital Region, Philippines Western Union Full time ₱400,000 - ₱800,000 per year

    Senior Specialist, Workforce – Quezon City, PhilippinesDo you enjoy planning for the future, ensuring that available resources are fit for purpose? Would you like to utilize your skills to help us optimize our workforce management function?Join Western Union as Senior Specialist, Workforce.Western Union powers your pursuit.The Workforce Management GCC...

  • Supervisor, Workforce Management

    2 weeks ago

    Quezon City, National Capital Region, Philippines Global Payments Inc. Full time ₱1 - ₱2 per year

    DescriptionSummary of This RoleThe WFM Supervisor for Resource Planning is responsible for leading a team of analysts in the development of accurate short-term volume and staffing forecasts and the creation of optimized agent schedules. This role is critical in ensuring the contact center is adequately staffed to meet service level agreements (SLAs) and...

  • Workforce Management Report Analyst

    2 weeks ago

    Quezon City, National Capital Region, Philippines OneSearch Incorporated Full time ₱780,000 - ₱960,000 per year

    WFM Reports Analyst TLBasic Qualifications:College graduate or at least 2nd year college undergraduate with no back subjectsAmenable to report onsite in Giga Tower, Bridgetowne QC, and shift to hybrid later onAmenable to working on a night shift scheduleRequired experience using WFM Tool – Power BI, SQLExperience with contact center reporting and metrics...

  • Supervisor, Workforce Management

    2 weeks ago

    Quezon City, National Capital Region, Philippines Global Payments Inc. Full time ₱1,200,000 - ₱2,400,000 per year

    Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services.  Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing...

  • Workforce Management Specialist

    2 weeks ago

    Makati City, National Capital Region, Philippines IASA, Inc. Full time ₱300,000 - ₱600,000 per year

    PURPOSE OF THE FUNCTIONThe WFM Specialist contributes to Cygnific Operational Excellence, Customer & Employees satisfaction by securing and executing the WFM processes.The WFM Specialist is responsible for the short-term capacity planning and operational steering; by optimizing the available resources, to meet company goals, while ensuring that applicable...

  • Workforce Manager

    2 weeks ago

    Quezon City, National Capital Region, Philippines 8dafe632-def0-4438-9bc8-a7975e658a26 Full time ₱1,500,000 - ₱2,500,000 per year

    Responsibilities:Manage day-to-day operations of the WFM team.In-charge of Capacity PlanningActively participates in planning and implementation activities of new LOBsMonitors and manages dynamic customer demand patterns and agent availabilityAnalyzes and recommends corrective services within client limits to improve site performanceOversees intraday...

  • Workforce/Reporting Analyst

    1 week ago

    Quezon City, National Capital Region, Philippines Risewave Consulting, Inc. Full time ₱600,000 - ₱1,200,000 per year

    Job Responsibilities:Send interval / hourly reports like Attendance Report, Intraday Performance Report, Productivity Report, etc.System issue trackingResponsible for the monitoring of all issues that may impact service levels (SL's) and take the appropriate to resolve or reduce these impacts.Perform oversight responsibilities as required to ensure all SLA's...

  • Admin Ops Lead

    2 weeks ago

    Makati City, National Capital Region, Philippines Private Advertiser Full time ₱30,000 - ₱60,000 per year

    Key Responsibilities:Manage the effective scheduling, time management, and hiring of casual staff in line with operational needs.Prepare and distribute daily rosters based on project resource requirements.Coordinate and oversee staff inductions and training sessions to ensure readiness and compliance.Review and approve casual staff timesheets accurately and...