Workforce Scheduler (WFM Scheduler) | BPO
Gratitude IncWorkforce Scheduler (WFM Scheduler) | BPO
Job Description
Key Skills
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Workforce Scheduler (WFM Scheduler) | BPO | Onsite | Makati & Davao City
Location: Alphaland, Makati City or Davao City, Philippines (Onsite)
Employment Type: Full-Time
Work Setup: Onsite
Work Schedule: Rotating/Shifting Schedule
Salary: Up to PHP 27,000
Open Positions:
- 1 – Makati (Alphaland)
- 1 – Davao City
Join Our Workforce Management Team
We are seeking a detail-oriented Workforce Scheduler (WFM Scheduler) to join our Workforce Management (WFM) team. In this role, you will be responsible for developing and maintaining employee schedules that align staffing requirements with forecasted business demand while ensuring operational efficiency and service level targets.
This is an excellent opportunity for professionals with experience in BPO Workforce Management, scheduling, capacity planning, and workforce optimization.
Key Responsibilities
- Develop and maintain workforce schedules based on forecasted call volumes and business requirements.
- Create, update, and optimize employee schedules to ensure adequate staffing coverage.
- Manage shift bids, schedule changes, time-off requests, and schedule adjustments.
- Coordinate closely with Operations, Team Leaders, and Workforce Management teams to address staffing needs.
- Monitor staffing levels and recommend schedule modifications to improve operational efficiency.
- Support workforce planning initiatives while helping minimize staffing costs.
- Ensure schedules comply with company policies and operational requirements.
- Generate and maintain scheduling reports and workforce data.
- Assist with workforce optimization and continuous process improvements.
Required Qualifications
- Bachelor's degree or equivalent work experience preferred.
- At least 1 year of Workforce Management (WFM) Scheduling experience in a BPO or Contact Center environment.
- Strong understanding of workforce scheduling principles.
- Knowledge of forecasting and capacity planning concepts.
- Intermediate to advanced Microsoft Excel skills.
- Excellent analytical, organizational, and problem-solving skills.
- Strong attention to detail and time management.
- Excellent communication and stakeholder coordination skills.
- Willing to work onsite on a shifting schedule in Makati or Davao City.
Preferred Qualifications
Candidates with experience in the following areas are highly encouraged to apply:
- Workforce Management (WFM)
- Workforce Scheduling
- Capacity Planning
- Forecasting
- Real-Time Management (RTA)
- Resource Planning
- Contact Center Operations
- Scheduling Automation
- Service Level Management
- Performance Reporting
Experience using Workforce Management tools such as:
- Verint WFM
- NICE IEX
- Genesys WFM
- Calabrio
- Aspect WFM
- Alvaria
- Microsoft Excel (Advanced)
Why Join Us?
- Stable full-time employment
- Opportunity to work with a high-performing Workforce Management team
- Career growth within the BPO industry
- Exposure to workforce planning and operations management
- Collaborative and dynamic work environment
Recruitment Process
- Resume Screening
- Initial Interview
- Hiring Manager Interview
- Job Offer
Pre-Screening Questions
Please include the following information in your application:
- What is your highest educational attainment?
- How many years of Workforce Management (WFM) Scheduling experience do you have in a BPO or Contact Center environment?
- Which WFM tools have you used (e.g., Verint, NICE IEX, Genesys WFM, Calabrio, Aspect, Alvaria)?
- Describe your experience creating and managing workforce schedules.
- What is your level of proficiency in Microsoft Excel?
- Do you have experience with forecasting or capacity planning?
- Are you willing to work onsite on a shifting schedule in Makati or Davao City?
- What is your current or last drawn salary?
- What is your expected salary?
- When are you available to start?
ATS & Google Jobs Keywords
Workforce Scheduler • WFM Scheduler • Workforce Management • Workforce Planning • Scheduling Analyst • Workforce Analyst • Contact Center Scheduler • BPO Scheduler • Workforce Optimization • Capacity Planning • Forecasting • Resource Planning • Real-Time Management • RTA • Contact Center Operations • Call Center Workforce Management • Verint WFM • NICE IEX • Genesys WFM • Calabrio • Aspect WFM • Alvaria • Microsoft Excel • BPO Jobs • Makati Jobs • Davao Jobs • Onsite Jobs • Shifting Schedule • Immediate Hiring • Full-Time Jobs
Role
Account Manager
Timings
Rotational Shifts (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Non-Voice
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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