Strategic Contact Center Scheduler | Optimize Staffing

MicroSourcing; Philippines; On-site; PHP 420,000 - 660,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Performance bonuses

Group life insurance

Paid time-off with cash conversion

Flexible work arrangements

Job summary

MicroSourcing, a leading Philippine offshore outsourcing provider, is hiring a Workforce Scheduler for our AU Consumer Telco initiative. Based onsite in BGC, Taguig, you will build and optimize contact center schedules to meet service levels and occupancy targets while balancing employee preferences.

You will collaborate with Workforce Planning, Operations, and Team Leaders, manage shifts, and analyze workload data using WFM tools and Excel.

Qualifications

• Proven professional experience in Workforce Management, Scheduling, Planning, or Contact Centre Operations.
• Hands-on proficiency with NICE IEX, CXone WFM, Verint, Aspect, or Calabrio.
• Advanced Microsoft Excel skills and strong analytical abilities.
• Strong written and verbal communication with stakeholder management.
• High attention to detail and ability to work in a fast-paced environment.

Responsibilities

• Develop, optimize, and publish agent schedules based on forecasted workload to meet Service Level, ASA, and Occupancy targets.
• Manage shift patterns, breaks, offline activities, product launches, and training events in WFM systems while maintaining data integrity.
• Provide intraday staffing adjustments and collaborate with Operations and WFM teams to address staffing gaps and minimize impact.
• Communicate schedule updates, policy guidelines, and workforce recommendations clearly to internal and operational stakeholders.
• Monitor key workforce metrics (shrinkage, efficiency, staffing variances) and ensure full compliance with labour regulations and company policies.

Skills

Workforce management

Scheduling

Data analysis

Stakeholder management

Attention to detail

Time management

Tools

NICE IEX

CXone WFM

Verint

Aspect

Calabrio

Excel

Job description

MicroSourcing, a leading Philippine offshore outsourcing provider, is hiring a Workforce Scheduler for our AU Consumer Telco initiative. Based onsite in BGC, Taguig, you will build and optimize contact center schedules to meet service levels and occupancy targets while balancing employee preferences.

You will collaborate with Workforce Planning, Operations, and Team Leaders, manage shifts, and analyze workload data using WFM tools and Excel.