Lead Scheduler - Remote Call Center & WFM Lead

Everise Philippines Ltd.; Taguig; Hybrid; PHP 600,000 - 1,200,000; Full time

Benefits offered by this job

Work from home program

Global career opportunities

Job summary

Everise Philippines Ltd. is seeking a Lead - Scheduler to forecast call volumes, determine staffing requirements, and organize schedules for our contact center operations.

You will partner with the operations team and clients to ensure staffing levels align with real-time business needs and service level objectives. The role requires at least 5 years in call center forecasting and scheduling, strong analytical skills, and proficiency with WFM tools like Verint, IEX, or Aspect.

Qualifications

• Minimum 5 years call center experience with 2 years WFM/scheduling.
• Strong analytical, numerical, and problem-solving skills.
• Experience with workforce forecasting and scheduling.
• Proficient in MS Excel and WFM software.
• Excellent verbal and written communication.

Responsibilities

• Create call volume forecasts and staffing requirements.
• Organize schedules for contact center operations.
• Collaborate with operations team and client on staffing needs.
• Monitor real-time staffing and adjust as needed.
• Lead scheduling analysts to drive efficiency.

Skills

Forecasting

Scheduling

Workforce management

Verint

IEX

Aspect

ACD systems

Excel

Leadership

Communication

Education

High school diploma or equivalent

Tools

Verint

IEX

Aspect

Job description

Everise Philippines Ltd. is seeking a Lead - Scheduler to forecast call volumes, determine staffing requirements, and organize schedules for our contact center operations.

You will partner with the operations team and clients to ensure staffing levels align with real-time business needs and service level objectives. The role requires at least 5 years in call center forecasting and scheduling, strong analytical skills, and proficiency with WFM tools like Verint, IEX, or Aspect.