WFM Scheduling Analyst

1 week ago

Manila, National Capital Region, Philippines ResultsCX Full time ₱900,000 - ₱1,200,000 per year

We are looking for someone with the following qualifications:

  • At least 1-2 years work experience as a Scheduler /Scheduling Analyst in a BPO Setting.
  • Strong background with scheduling, intraday & IDP, and short-term planning.
  • Must have thorough hands on engagement when it comes to scheduling (updating, creating, preparing, etc.).
  • Familiarity of WFM tools is preferred (IEX, Verint, Genesys).
  • Can work remotely, but must be willing to work on-site if needed
  • Must be amenable to work on shifting schedules.
  • Must be keen to details.
  • Must have good verbal and written communication skills.
  • Proficiency on computers, excellent knowledge and use of word processing, spreadsheets, and database systems.
  • With exceptional organization skills and time-management skills.

In this role you will:

  • Ensure WFM system is configured optimally for program being scheduled (internal IEX)
  • Maintain close alignment with Resource Planner and Resource Planning file ensuring metrics used for scheduling are consistent with RP
  • Keep Scheduling software (internally IEX) up to date with employee data change management (remove terms, add new hires, process transfers cross program)
  • Ensure all schedule headcount has an accurate schedule in the system for the defined schedule lock period (2-3 weeks)
  • Create proper number of schedules based on local labor laws and agreed upon schedule set with Operations to best meet client expectations
  • Continually identify areas of opportunity to adjust, recreate, change schedules to ensure optimal coverage and internal productivity metrics are met
  • Trend AHT and shrink at the interval level and ensure accurate trends are being utilized in interval demand requirement generation
  • Trend call arrival patterns using historical data to ensure we are scheduling against the most up to date arrival patterns
  • Process schedule change requests from Service Delivery approving if they help the business, deny if they do not – work on case-by-case scenario to retain employee should schedule have to change
  • Schedule coaching, meeting, and training sessions as requested by Operations or client while limiting impact to Service Level goals (where and when applicable)
  • Host weekly schedule review call with SD Leaders to provide an overview of how schedules look against demand interval requirements at the interval level for upcoming weeks. Identify gaps and recommend proactive changes to schedule to solve
  • Recommend number of PTO slots per day and shift for Operations (can agree upon set % based on staffing levels)
  • Process time off (PTO) requests
  • Provide proactive areas to drive VTO or Extra Hours during schedule review meetings. Work closely with Real Time Team to ensure they are aware of potential upcoming gaps post finalization of schedules
  • Proactively identify alternate schedule methodologies to present to WFM Leadership for review and discussion with SD stakeholders (if feel there is better way to schedule or use different schedule types challenge the status quo)
  • Work closely with Resource Planning and and Operations to provide new hire schedules proactively, placing new hires on schedule to close gaps

  • WFM Analyst

    3 days ago

    Manila, National Capital Region, Philippines Eastvantage Business Solutions Inc. Full time ₱900,000 - ₱1,200,000 per year

    Eastvantage is hiring for skilled WFM Planning Analysts. As a Planning Analyst, you will be responsible for generating interval demand forecast based on call volumes and average handling time projections.This position will interact directly with the Customer Care operations, and vendors. As a Workforce Planning Analyst, you will be working autonomously in a...

  • WFM Scheduler

    2 weeks ago

    Manila, National Capital Region, Philippines ibex Full time ₱1,200,000 - ₱2,400,000 per year

    TheWorkforce Scheduleris responsible for maintaining the hiring plans, developing rolling forecasts, generating schedules, maintaining rosters, and the like on a weekly basis. The focus is to provide guidance on staffing levels needed by each program he supports to achieve all client metrics while balancing it with internal productivity...

  • WFM Planning Analyst- PH

    5 days ago

    Manila, National Capital Region, Philippines Compass Experience Labs Full time ₱900,000 - ₱1,200,000 per year

    MEET COMPASSWe are a Business Process Outsourcer (BPO) committed to fostering brand growth through outstanding customer experiences. Compass was founded by e-commerce pioneers who struggled to find an equally innovative customer service partner. Many companies view customer care as merely a cost center, but we believe it offers much more If you enjoy...

  • WFM Analyst-Real Time

    2 weeks ago

    Manila, National Capital Region, Philippines ibex Full time ₱900,000 - ₱1,200,000 per year

    The Real Time Analyst manages and/or balances service levels for the call center across programs, internal locations, lines of business and products. The analyst manages the performance of the call center according to any contractual agreements and internal goals; the focus is to create positive experiences for customers while maintaining an efficient call...

  • WFM Director

    3 days ago

    Manila, National Capital Region, Philippines Compass Experience Labs Full time ₱2,000,000 - ₱2,500,000 per year

    MEET COMPASSWe are a Business Process Outsourcer (BPO) committed to fostering brand growth through outstanding customer experiences. Compass was founded by e-commerce pioneers who struggled to find an equally innovative customer service partner. Many companies view customer care as merely a cost center, but we believe it offers much more If you enjoy...

  • WFM Real Time Analytics

    2 weeks ago

    Manila, National Capital Region, Philippines Monee Full time ₱900,000 - ₱1,200,000 per year

    Job DescriptionThe WFM Real Time Analytics is responsible for delivering accurate, data-driven insights to optimize workforce performance, operational efficiency, and service levels. This role focuses on real-time monitoring, understand historical trends & reporting, and predictive analytics to support workforce management (WFM) strategies in a dynamic...

  • URGENT HIRING WFM Supervisor

    2 weeks ago

    Manila, National Capital Region, Philippines ResultsCX Full time ₱900,000 - ₱1,200,000 per year

    The Workforce Management Supervisor provides strategic direction and leadership to the Results site call center operations in areas of Real Time Management, Intraday Analysis, Forecasting and Scheduling, Capacity Planning and Login Administration.We are looking for someone who has:3 years WFM Planning Supervisor Exp in a BPO settingWith WFM tools such as...

  • Senior Workforce Analyst

    7 days ago

    Manila, National Capital Region, Philippines Ubiquity Full time ₱400,000 - ₱800,000 per year

    A Workforce Analyst is an integral role in the operations of our Manila office.  Someone who has a high level of attention to detail, knowledgeable in different reporting platforms, proficient user of Microsoft Office and has a strong analytical mindset.Day-to-day responsibilities:A. Manage the global seat allocation for agents.B. Consolidation of data...

  • Workforce and Reporting Analyst

    2 weeks ago

    Manila, National Capital Region, Philippines Five9 Full time $104,000 - $130,878 per year

    Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an...

  • Workforce Analyst

    7 days ago

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

    Salary:₱35,000 - ₱47,000- Location:Manila- Country:Philippines- Business Unit:Operations- Vacancy Type:Fixed Term- Closing Date:6 November 2025Meet the recruiterBeige SalesEmployment 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...