Hybrid Workforce Coordinator: Real-Time Scheduling Pro

Manatal; Philippines; Hybrid; PHP 420,000 - 540,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Flexible work arrangements

Company-sponsored events

Job summary

MicroSourcing is hiring a Quoting Officer in Manila with hybrid work setup and day shift. You will maintain workforce data, triage requests, adjust schedules, and support payroll audits in a fast-paced contact-center environment.

You should have strong MS Excel skills, knowledge of WFM concepts, and proven English communication. Offshore delivery aligned to Australian hours is required, offering growth within a diverse team.

Qualifications

• Experience in workforce coordination, scheduling support, or service operations admin in contact center or back-office.
• Solid understanding of workforce planning concepts: schedule adherence, routing, queues, shrinkage.
• Advanced MS Excel skills and high data accuracy across multiple databases.
• Ability to work Australian operating hours (AEST/AEDT) in offshore delivery.
• Excellent written and verbal English to manage multi-site requests.

Responsibilities

• Update agent profiles, skills, routing, and statuses in WFM systems.
• Manage inbox queues, route schedule update requests to owners.
• Apply real-time shift swaps, break changes, training allocations within capacity.
• Assist Optimisation Analysts with intra-day queue monitoring and adherence alerts.
• Conduct roster audits before payroll to verify leaves and overtime.
• Perform data quality checks and basic reporting in Genesys Cloud and Excel.

Skills

Workforce coordination

Schedule management

MS Excel advanced

English communication

Data accuracy

Tools

Genesys Cloud

Verint

NICE

Teleopti

ServiceNow

Jira

Zendesk

Job description

MicroSourcing is hiring a Quoting Officer in Manila with hybrid work setup and day shift. You will maintain workforce data, triage requests, adjust schedules, and support payroll audits in a fast-paced contact-center environment.

You should have strong MS Excel skills, knowledge of WFM concepts, and proven English communication. Offshore delivery aligned to Australian hours is required, offering growth within a diverse team.