Scheduler

RC Low Human Resource Consultancy OPC; Taguig; On-site; PHP 350,000 - 550,000; Full time

Job summary

RC Low Human Resource Consultancy OPC is seeking a detail-oriented WFM Scheduler to join our Workforce Management team in Taguig. You will create, maintain, and optimize staff schedules to balance service levels and operational efficiency.

The role requires at least 3 years in WFM scheduling, hands-on Genesys WFM experience, and strong proficiency in Excel. You will work with Operations and Resource Planning, adapting to shifting schedules, including weekends and holidays.

Qualifications

• Minimum of 3 years WFM scheduling experience.
• Hands-on experience with Genesys WFM for schedule creation.
• Understanding of contact center KPIs including SLA, AHT, Occupancy, Shrinkage.
• Experience managing schedule changes in a fast-paced contact center.

Responsibilities

• Create, maintain, and optimize employee schedules.
• Coordinate staffing adjustments with Operations and Resource Planning.
• Monitor service levels and KPI targets.
• Handle weekend/holiday shifts as required.

Skills

Analytical skills

Communication skills

Stakeholder management

Organizational skills

Education

Bachelor's degree

Tools

Genesys WFM

Microsoft Excel

Job description

On-site - Taguig 3-5 Yrs Exp Bachelor Full-time

Job Description

We are looking for a detail-oriented WFM Scheduler to join our Workforce Management team. In this role, you will be responsible for creating, maintaining, and optimizing employee schedules to ensure operational efficiency while meeting service level targets. You will work closely with Operations, Resource Planning, and other stakeholders to manage staffing requirements, schedule adjustments, and workforce performance.

Qualifications

• Minimum of 3 years of Workforce Management (WFM) experience in Scheduling, Resource Planning, or a related WFM function.
• Hands-on experience using Genesys WFM for schedule creation, schedule maintenance, and workforce optimization.
• Strong understanding of contact center KPIs, including Service Level, AHT, Occupancy, Shrinkage, Schedule Efficiency, and Adherence.
• Experience managing schedule changes, activity codes, exceptions, and staffing adjustments in a fast-paced contact center environment.
• Strong analytical, problem-solving, and organizational skills with exceptional attention to detail.
• Excellent communication and stakeholder management skills.
• Proficient in Microsoft Excel and other reporting tools.
• Willing to work onsite and on a shifting schedule, including weekends and holidays, as required.

HR Officer RC Low Human Resource Consultancy OPC