Job Title : Workforce Scheduler (WFM) | Workforce Management | BPO | Makati & Davao

Job Description

We are looking for a detail-oriented Workforce Scheduler (WFM) with experience in Workforce Management, scheduling, forecasting, and capacity planning within a BPO or contact center environment. The ideal candidate will be responsible for creating and maintaining workforce schedules that ensure optimal staffing levels while meeting business objectives and service level agreements (SLAs).

Location: Alphaland, Makati & Davao
Work Setup: Onsite
Shift: Rotational / Shifting Schedule

Key Responsibilities

Workforce Scheduling

• Develop and maintain workforce schedules based on forecasted call volumes and business requirements.

• Create, publish, and manage employee schedules to ensure optimal staffing coverage.

• Process schedule changes, shift swaps, leave requests, and schedule adjustments.

• Manage shift bids and scheduling activities while maintaining operational efficiency.

• Monitor schedule adherence and recommend improvements.

Workforce Management (WFM)

• Collaborate with Operations, Team Leaders, and Workforce Management teams.

• Support workforce planning initiatives through effective scheduling strategies.

• Analyze staffing requirements to maximize productivity and service levels.

• Assist with capacity planning and resource allocation.

• Ensure schedules align with operational goals and client requirements.

Reporting & Analysis

• Generate workforce scheduling reports and performance metrics.

• Utilize Microsoft Excel for schedule analysis, reporting, and workforce planning.

• Monitor staffing trends and recommend scheduling improvements.

• Maintain accurate workforce data and documentation.

Required Qualifications

• Bachelor's degree in any discipline.

• Minimum 1 year of experience in Workforce Management (WFM) Scheduling within a BPO or Contact Center environment.

• Strong understanding of:

  • Workforce Scheduling

  • Workforce Management (WFM)

  • Forecasting

  • Capacity Planning

  • Staffing Models

• Intermediate to advanced Microsoft Excel skills.

• Strong analytical, organizational, and problem-solving skills.

• Excellent attention to detail and time management abilities.

• Willing to work onsite in Makati or Davao on a shifting schedule.

Preferred Qualifications

• Experience using Workforce Management tools such as NICE IEX, Verint, Aspect, Calabrio, Genesys WFM, or similar.

• Experience supporting international BPO operations.

• Knowledge of contact center performance metrics and SLA management.

Why Join Us?

• Opportunity to work with a leading BPO organization.

• Career growth in Workforce Management and Operations.

• Exposure to enterprise-level workforce planning tools.

• Collaborative and performance-driven work environment.

Important Note

• Former Teleperformance employees are not eligible for rehire, whether directly or through a third party.