Impactful Workforce Coordinator | Hybrid, Day Shift

MicroSourcing International; Quezon City; Hybrid; PHP 446.000 - 781.000; Vollzeit

Zusammenfassung

MicroSourcing International in Quezon City is seeking a Workforce Coordinator to join our hybrid team in Eastwood, Libis. You will manage workforce data, profile maintenance, and optimize scheduling across multiple sites.

You will coordinate real-time shifts, validate leave and roster entries before payroll, and support bilingual stakeholder requests while using Genesys Cloud and Excel. Australian hours apply in an offshore delivery setup.

Qualifikationen

• Experience in workforce coordination or scheduling support in contact centers or back-office environments.
• Solid understanding of workforce planning concepts including schedule adherence, agent skills routing, queues, and shrinkage.
• Advanced MS Excel skills and high data accuracy across multiple databases.
• Ability to work Australian operating hours (AEST/AEDT) in an offshore delivery framework.

Aufgaben

• Maintain workforce data and agent profiles in WFM systems.
• Manage inbox queues; route schedule update requests to WFM owners.
• Apply real-time shift swaps, breaks, training, and leave within capacity limits.
• Support Optimisation Analysts with intra-day queue monitoring and adherence alerts.
• Conduct roster audits before payroll to verify leave balances and overtime.
• Perform basic data reporting using Genesys Cloud and MS Excel.

Kenntnisse

Workforce coordination

Excel proficiency

English communication

Schedule coordination

Stakeholder management

Tools

Genesys Cloud

Verint

NICE

Teleopti

ServiceNow

Jira

Zendesk

MS Excel

Jobbeschreibung

MicroSourcing International in Quezon City is seeking a Workforce Coordinator to join our hybrid team in Eastwood, Libis. You will manage workforce data, profile maintenance, and optimize scheduling across multiple sites.

You will coordinate real-time shifts, validate leave and roster entries before payroll, and support bilingual stakeholder requests while using Genesys Cloud and Excel. Australian hours apply in an offshore delivery setup.