Remote WFM Scheduling Analyst

ResultsCX Named ‘Major Contender’ in Everest Group; Philippines; Remote; PHP 480,000 - 720,000; Full time

Job summary

ResultsCX is seeking a WFM Scheduling Analyst for remote work in the Philippines. You will optimize intraday staffing, maintain schedules across programs, and ensure alignment with client and internal goals.

Responsibilities include configuring the IEX system, updating schedules with hires/transfers, tracking performance trends, and leading weekly schedule reviews with operations. Strong communication and problem-solving are essential.

Qualifications

• Minimum 2 years of contact center WFM experience.
• Strong computer skills with word processing, spreadsheets, and databases.
• Experience with WFM tools such as IEX, Aspect eWFM, CMS, and Avaya.
• Broad knowledge of inbound contact center environments.
• Excellent verbal and written communication skills.

Responsibilities

• Ensure WFM system is configured optimally for the program being scheduled (internal IEX).
• Coordinate with Resource Planner to align metrics with planning files.
• Maintain scheduling data and update schedules for hires, transfers, and terminations.
• Ensure schedules cover the defined lock period (2-3 weeks).
• Create schedules compliant with local labor laws and client needs.
• Identify opportunities to adjust schedules for coverage and productivity.
• Review weekly performance and propose mitigation plans.
• Trend AHT and shrink to inform interval demand.
• Analyze historical call patterns to refine scheduling.
• Process schedule change requests with Service Delivery approvals.
• Conduct scheduling coaching and training sessions with Operations.
• Lead weekly schedule reviews with SD Leaders.
• Suggest PTO slot counts per day and shift.
• Handle PTO requests.
• Identify alternate scheduling methods for leadership review.
• Collaborate with Resource Planning and Operations to onboard new hires onto schedules.

Skills

WFM experience

Analytical thinking

Verbal and written communication

Team coordination

Process improvement

Tools

IEX

Aspect eWFM

CMS

Avaya

Job description

ResultsCX is seeking a WFM Scheduling Analyst for remote work in the Philippines. You will optimize intraday staffing, maintain schedules across programs, and ensure alignment with client and internal goals.

Responsibilities include configuring the IEX system, updating schedules with hires/transfers, tracking performance trends, and leading weekly schedule reviews with operations. Strong communication and problem-solving are essential.