Hybrid WFM Scheduler & Data Coordinator

MicroSourcing; Philippines; Hybrid; PHP 502,000 - 725,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Dependent coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Hybrid work arrangement

Job summary

MicroSourcing in the Philippines is looking for a Workforce Coordinator to manage agent profiles, shift planning, and real-time staffing in a hybrid, day-shift environment at Eastwood, Libis, Quezon City.

You will support data quality, payroll prep, and reporting using Genesys Cloud and Excel, coordinating with multiple stakeholders while adhering to Australian operating hours in an offshore delivery model.

Qualifications

• Proven track record in workforce coordination, scheduling support, or service operations admin within contact center or back-office environments.
• Solid understanding of workforce planning concepts, including schedule adherence, agent skills routing, queues, and shrinkage.
• Advanced MS Excel skills, strong version control discipline, and high precision in maintaining records across multiple databases.
• Ability to work Australian operating hours (AEST/AEDT) in an offshore delivery framework.
• Excellent written and verbal English skills to manage multi-site stakeholder requests and elevate capacity clashes.

Responsibilities

• Update agent profiles, skills, routing configurations, and employee statuses in WFM systems.
• Manage incoming Workforce email queues; prioritize, validate, and route schedule update requests to appropriate WFM owners.
• Apply approved real-time shift swaps, break adjustments, training allocations, and post-publish leave requests within capacity thresholds.
• Assist Optimisation Analysts with intra-day queue monitoring, staffing variance checks, and adherence alerts.
• Conduct roster audits before payroll close to verify leave balances, approved entries, and overtime accuracy.
• Execute data exception checks and assist with basic reporting using Genesys Cloud and MS Excel.

Skills

Workforce coordination

WFM concepts

MS Excel

English communication

Stakeholder management

Tools

Genesys Cloud

Verint

NICE

Teleopti

ServiceNow

Jira

Zendesk

Job description

MicroSourcing in the Philippines is looking for a Workforce Coordinator to manage agent profiles, shift planning, and real-time staffing in a hybrid, day-shift environment at Eastwood, Libis, Quezon City.

You will support data quality, payroll prep, and reporting using Genesys Cloud and Excel, coordinating with multiple stakeholders while adhering to Australian operating hours in an offshore delivery model.