Global Workforce Scheduler: Forecast, Optimize & Impact

Global Payments Inc.; Quezon City; Presencial; PHP 400.000 - 600.000; Jornada completa

Descripción de la vacante

Global Payments Inc. is seeking a Workforce Management Scheduler to join our global operations and help shape staffing for a busy contact center.

You will design schedules based on demand, maintain data accuracy in WFM systems, forecast intraday volumes, and collaborate with Real-Time Analysts and Capacity Planners to improve efficiency. Proficiency with tools like Genesys, Verint, and Excel is essential.

Formación

• 2+ years of experience as a Scheduler or Resource Planner in a Contact Center or BPO environment.
• Advanced proficiency in Workforce Management (WFM) tools with hands-on scheduling and short-term forecasting.
• Strong skills in Microsoft Excel for data analysis, reporting, and performance tracking.
• Proven ability to analyze short-term data (intraday, daily, weekly) and translate insights into effective staffing plans.
• Highly analytical with a strong attention to detail and the ability to make data-driven decisions to optimize workforce efficiency.

Responsabilidades

• Develop and manage optimized agent schedules and rosters based on demand forecasts.
• Maintain accurate employee and scheduling data within WFM systems, ensuring reliable outputs.
• Produce short-term forecasts (intraday/daily) for volume, staffing, and performance, and analyze variances to improve accuracy.
• Collaborate with Real-Time Analysts, Capacity Planners, and operations teams to optimize staffing, support execution, and enhance schedule efficiency.
• Utilize Workforce Management (WFM) tools to perform scheduling, forecasting, reporting, and provide insights on agent utilization and performance.

Conocimientos

Scheduling experience

Data analysis

Excel proficiency

Analytical thinking

Educación

Degree in Business/Finance/Math/Economics/quantitative field

Herramientas

Genesys

Verint

AWS

Talkdesk

NICE InContact

Descripción del empleo

Global Payments Inc. is seeking a Workforce Management Scheduler to join our global operations and help shape staffing for a busy contact center.

You will design schedules based on demand, maintain data accuracy in WFM systems, forecast intraday volumes, and collaborate with Real-Time Analysts and Capacity Planners to improve efficiency. Proficiency with tools like Genesys, Verint, and Excel is essential.