Scheduling Analyst - Elevate WFM & Real-Time Planning

Transcom; Manila; On-site; PHP 480,000 - 600,000; Full time

Job summary

Transcom Pasig is seeking a Scheduling Analyst to maintain optimized schedules and roster management for multiple campaigns. You will support short-term planning and provide intraday guidance to the Real Time Analysis team, ensuring targets are met.

Role requires experience with Excel-based forecasting and familiarity with WFM systems (eWFM, Verint, IEX, Teleopti, Genesys). Collaboration across departments is essential to meet staffing objectives.

Qualifications

• University degree or equivalent higher qualification.
• 1 year minimum forecasting and scheduling experience, preferably with Excel and Erlang.
• 2 years minimum as Real Time Analyst supporting a campaign.
• Extensive background in RTA and scheduling across at least 2 WFM systems (eWFM, Verint, IEX, Teleopti, Genesys).
• Strong Excel skills to build historical data and forecasting models.

Responsibilities

• Create, maintain and optimize schedules for future weeks.
• Publish intraday performance files and provide guidance for staffing.
• Evaluate and run shift bids; support capacity planning efforts.
• Maintain roster and system profiles (eWFM, SAP) and ensure data accuracy.
• Collaborate with departments to drive WFM-related initiatives.
• Back up Scheduling Manager and act as point of contact when needed.
• Provide client-focused reporting and recommendations to improve service levels.

Skills

Excel forecasting

Forecasting

Real-time analysis

Scheduling

WFM knowledge

Education

University degree or equivalent higher qualification

Tools

eWFM

Verint

IEX

Teleopti

Genesys

Job description

Transcom Pasig is seeking a Scheduling Analyst to maintain optimized schedules and roster management for multiple campaigns. You will support short-term planning and provide intraday guidance to the Real Time Analysis team, ensuring targets are met.

Role requires experience with Excel-based forecasting and familiarity with WFM systems (eWFM, Verint, IEX, Teleopti, Genesys). Collaboration across departments is essential to meet staffing objectives.