Real-Time Workforce Scheduler

Hammerjack Pty Ltd; Philippines; Remote; PHP 446,000 - 781,000; Full time

Job summary

Hammerjack Pty Ltd is seeking a Workforce Management Specialist in the Philippines to optimize real-time operations, forecast workload, and drive efficient staff utilization. You will support intraday scheduling, monitor queues, and collaborate with internal teams and vendors to meet performance targets.

The role emphasizes data-driven decision making, Excel/Google Sheets proficiency, and clear communication to adapt to a fast-growing environment.

Qualifications

• 1 year+ experience in Workforce Management/Operations.
• Proficient with real-time management, reporting and scheduling.
• Strong data analysis using spreadsheets.
• Experience with multiple vendor coordination and intraday scheduling.

Responsibilities

• Monitor real-time queue and coordinate with vendor partners to meet KPIs.
• Manage daily and intraday performance reports and update leadership.
• Track daily and intraday schedule adherence.
• Analyze past call volumes and staffing patterns.
• Reallocate inbound volume and staffing as needed.
• Encode exceptions in WFM tools.
• Serve as contact for internal and vendor pullout requests.
• Communicate real impacts (outages, volume influx, vendor issues).

Skills

Real-time management

WFM tools

Data analysis

Excel

Google Sheets

KPI reporting

Scheduling

Capacity planning

Cross-functional collaboration

Communication

Tools

Excel

Google Sheets

WFM tools

Job description

Hammerjack Pty Ltd is seeking a Workforce Management Specialist in the Philippines to optimize real-time operations, forecast workload, and drive efficient staff utilization. You will support intraday scheduling, monitor queues, and collaborate with internal teams and vendors to meet performance targets.

The role emphasizes data-driven decision making, Excel/Google Sheets proficiency, and clear communication to adapt to a fast-growing environment.