Workforce Scheduler

1 week 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

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