Hybrid Workforce Coordinator – WFM & Scheduling

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

Benefits offered by this job

Healthcare from day one

Dependent coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing in the Philippines is seeking a Workforce Coordinator to support scheduling, data maintenance, and real-time workforce analysis. This hybrid role is based in Eastwood, Libis, Quezon City, and operates on DAY shift with Australian operating hours in an offshore delivery framework.

The role emphasizes data quality, roster compliance, and collaboration with Optimisation Analysts to ensure service levels and payroll accuracy.

Qualifications

• Proven track record in a workforce coordination, scheduling support, or service operations admin role within contact center or back-office environments.

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.
• Apply approved real-time shift swaps, break adjustments, training allocations, and leave requests within capacity thresholds.
• Assist Optimisation Analysts with intra-day queue monitoring and staffing variance checks.
• Conduct roster audits before payroll close to verify leave balances and overtime accuracy.
• Perform basic data reporting using Genesys Cloud and MS Excel.

Skills

Workforce coordination

Scheduling support

Service operations admin

English communication

Tools

Genesys Cloud

Verint

NICE

Teleopti

Job description

MicroSourcing in the Philippines is seeking a Workforce Coordinator to support scheduling, data maintenance, and real-time workforce analysis. This hybrid role is based in Eastwood, Libis, Quezon City, and operates on DAY shift with Australian operating hours in an offshore delivery framework.

The role emphasizes data quality, roster compliance, and collaboration with Optimisation Analysts to ensure service levels and payroll accuracy.