Global WFM Scheduler – Intraday & Staffing Optimizer

Global Payments; Quezon City; On-site; PHP 420,000 - 700,000; Full time

Benefits offered by this job

Accessibility accommodations

Job summary

Global Payments is seeking a Workforce Management Scheduler to join its global Workforce Management team. The role focuses on building optimized agent schedules and rosters based on demand, maintaining accurate data in WFM systems, and delivering intraday forecasts to improve staffing accuracy across a dynamic, global operation.

The ideal candidate brings 2+ years in scheduling within a contact center, strong Excel and data-analytic skills, and excellent communication to coordinate with agents

Qualifications

• 2+ years of experience as a Scheduler or Resource Planner in a contact center or BPO.
• Advanced proficiency in WFM tools with hands-on scheduling and short-term forecasting.
• Strong Excel, data analysis, and reporting skills.
• Excellent written and verbal communication for coordinating with agents and teams.

Responsibilities

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

Skills

WFM Tools

Scheduling

Forecasting

Excel

Data analysis

Communication

Education

Quantitative degree

Tools

Genesys

Verint

AWS

Talkdesk

NICE InContact

Job description

Global Payments is seeking a Workforce Management Scheduler to join its global Workforce Management team. The role focuses on building optimized agent schedules and rosters based on demand, maintaining accurate data in WFM systems, and delivering intraday forecasts to improve staffing accuracy across a dynamic, global operation.

The ideal candidate brings 2+ years in scheduling within a contact center, strong Excel and data-analytic skills, and excellent communication to coordinate with agents