Scheduler I Work From Home

Manpower (Philippines); Taguig; Remote; PHP 446,000 - 781,000; Full time

Job summary

Manpower (Philippines) is seeking a Workforce Management/Operations professional to ensure excellent customer experience through real-time monitoring and data-driven staffing decisions. The role emphasizes collaborating with vendors and internal teams to optimize resource utilization.

The ideal candidate has at least 1 year in WFM/Operations, strong Excel/Google Sheets skills, and the ability to analyze trends and patterns in large data sets. This position is based in Metro Manila, Taguig.

Qualifications

• 1+ year of experience in Workforce Management/Operations.
• Strong Excel and Google Sheets skills for data analysis.
• Experience with real-time management, reporting and scheduling.

Responsibilities

• Monitor real-time queue and work with vendor partners to meet KPI.
• Manage daily intraday performance reports and update Leadership.
• Oversee daily and intraday schedule adherence.
• Analyze past call volume, interval arrival, and staffing patterns.
• Re-allocate inbound volume and staffing as needed.
• Encode exceptions on the WFM tools.
• Serve as point of contact for in-center pullout requests from internal teams/vendors.
• Communicate real impacts (outages, volume changes, vendor issues).

Skills

Customer Experience

Workforce Management

Operations

Real-time management

Reporting

Scheduling

Capacity planning

Excel and Google Sheets

Data analysis

Communication

Collaboration

Tools

WFM software

Job description

Qualifications:

• Passionate about delivering excellent Customer Experience
• Minimum of 1 year of relevant experience in Workforce Management / Operations
• Expertise in real-time management, reporting and has background in scheduling and capacity planning.
• Proficient in the use of workforce management tools
• Able to work with large amounts of data to identify trends and patterns.
• Specialist in spreadsheet tools like Excel and Google Sheet.
• Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization.
• Excellent written and verbal communication skills required.
• Able to proactively collaborate with other departments to seek opportunities for improvement of resource utilization and provide input on performance.

Duties and Responsibilities

• Monitor real-time queue and to work closely with multiple vendor partners to meet Key Performance Indicators (KPI).
• Manage the daily/intraday performance reports and update status to Leadership.
• Manage daily and intraday schedule adherence.
• Analyze past call volume, interval arrival patterns and staffing patterns.
• Re-allocate inbound volume and staffing assignment (if needed).
• Encode exceptions on the WFM tools.
• The point of contact for any additional in-center pullout requests internally and from different vendors.
• Communicating any real impacts (outages, influxes in volume, vendor issues).