Intraday Workforce Scheduler

EXL Service Philippines, Inc.; Pasay; On-site; PHP 420,000 - 600,000; Full time

Job summary

EXL Service Philippines, Inc. is seeking a Workforce Management specialist to generate and adjust agent schedules to meet service levels and business goals. The role includes real-time queue monitoring, intraday reporting, and proactive staffing recommendations across multiple BUs.

Ideal candidates have a Bachelor’s degree and 3+ years in Workforce Management, with strong Excel and WFM tools proficiency. The position requires a detail-oriented, analytical mindset and the ability to adapt to

Qualifications

• Bachelor’s degree is required.
• At least 3 years of experience in Workforce Management.
• Excellent scheduling and real-time time management skills.
• Strong organizational skills with attention to detail.

Responsibilities

• Generate schedules to meet business requirements and ensure superior customer service.
• Adjust schedules based on actual scenarios; provide overtime and time-off planning.
• Monitor the queue in real time and document agent activity across multiple lines of business.
• Prepare and publish intraday and related reports with data accuracy and timeliness.
• Staff the right number of agents at the right times based on capacity drivers.
• Raise alerts for deviations and optimize breaks/lunches as needed.

Skills

Scheduling

Forecasting

Reporting

Education

Bachelor’s degree

Tools

Verint

eGain

IEX Nice WFM

Job description

EXL Service Philippines, Inc. is seeking a Workforce Management specialist to generate and adjust agent schedules to meet service levels and business goals. The role includes real-time queue monitoring, intraday reporting, and proactive staffing recommendations across multiple BUs.

Ideal candidates have a Bachelor’s degree and 3+ years in Workforce Management, with strong Excel and WFM tools proficiency. The position requires a detail-oriented, analytical mindset and the ability to adapt to