Senior WFM Planner & Scheduler – Contact Center

IBEX Global Solutions (Philippines) Inc.; Parañaque; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

IBEX Global Solutions (Philippines) Inc. is seeking a Senior Workforce Planner / Scheduler to develop forecasts, hiring plans, staffing requirements, and schedules for a busy contact-center environment.

You will translate historical data and client inputs into staffing recommendations to support service levels, productivity, customer experience and cost objectives, while coordinating with clients and internal teams to improve forecast accuracy.

Qualifications

• Bachelor’s degree or equivalent relevant work experience.
• At least 1 year of forecasting and resource planning in a contact-center environment.
• At least 1 year of intraday management experience.
• Hands-on experience with Genesys Workforce Management.
• Strong knowledge of contact-center metrics, workforce-planning concepts, forecasting, staffing, scheduling, and shrinkage.
• Advanced Microsoft Excel skills (formulas, lookups, pivot tables, data reconciliation, trend analysis, reporting).
• Strong reporting and analytical skills with attention to data accuracy.
• Strong written and verbal communication skills with clients and senior stakeholders.
• Ability to prioritize deadlines and work independently with minimal supervision.
• Strong organizational, problem-solving, time-management and stakeholder-management skills.
• Ability to work rotating, overnight, weekend, and holiday schedules and live within 30 minutes of an ibex location.

Responsibilities

• Develop and maintain forecasts, hiring plans, and staffing requirements.
• Create schedules and rosters for contact-center operations.
• Translate historical performance and business drivers into staffing and scheduling recommendations.
• Support service levels, productivity, customer experience, and cost objectives.
• Identify risks early and solve problems before they affect performance.
• Continuously improve forecasting, planning, scheduling, and reporting practices.
• Communicate with clients, Operations, WFM leadership, and partner teams.

Skills

Forecasting

Resource planning

Intraday management

Communication

Decision making

Organizational skills

Time management

Stakeholder management

Data analysis

Problem solving

Education

Bachelor’s degree or equivalent

Tools

Genesys Workforce Management

Excel

Job description

IBEX Global Solutions (Philippines) Inc. is seeking a Senior Workforce Planner / Scheduler to develop forecasts, hiring plans, staffing requirements, and schedules for a busy contact-center environment.

You will translate historical data and client inputs into staffing recommendations to support service levels, productivity, customer experience and cost objectives, while coordinating with clients and internal teams to improve forecast accuracy.