Global WFM Scheduler & Forecasting Specialist

Global Payment Holding Company; Quezon City; On-site; PHP 391,000 - 670,000; Full time

Job summary

Global Payment Holding Company is seeking a Workforce Management Scheduler to join our global team and help optimize staffing for our contact center operations. You will develop schedules, forecast demand, and collaborate with Real-Time Analysts and capacity planners to ensure service levels.

The ideal candidate has 2+ years in scheduling, strong Excel skills, and hands-on experience with WFM tools like Genesys or NICE InContact.

Qualifications

• 2+ years as a Scheduler/Resource Planner in a Contact Center or BPO.
• Advanced proficiency in WFM tools with hands-on scheduling and short-term forecasting.
• Strong Excel skills for data analysis, reporting and performance tracking.

Responsibilities

• Develop and manage optimized agent schedules and rosters based on demand forecasts.
• Maintain accurate scheduling data in WFM systems and communicate updates.
• Produce intraday/daily forecasts for volume, staffing and performance and analyze variances.
• Collaborate with Real-Time Analysts, Capacity Planners, and operations teams to optimize staffing and schedule efficiency.
• Utilize WFM tools to schedule, forecast, report and provide insights on utilization and performance.

Skills

Scheduling

Forecasting

WFM tools

Excel

Data analysis

Education

Business/Finance/Math/Economics degree

Tools

Genesys

Verint

AWS

Talkdesk

NICE InContact

Job description

Global Payment Holding Company is seeking a Workforce Management Scheduler to join our global team and help optimize staffing for our contact center operations. You will develop schedules, forecast demand, and collaborate with Real-Time Analysts and capacity planners to ensure service levels.

The ideal candidate has 2+ years in scheduling, strong Excel skills, and hands-on experience with WFM tools like Genesys or NICE InContact.