Strategic WFM Planner - Forecasting & Scheduling Expert

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

Job summary

Ibex Limited is seeking a Workforce Planner to maintain staffing forecasts, develop rolling plans, and generate weekly schedules that meet client metrics while balancing internal productivity goals.

The role requires forecasting and intraday management experience in a call center. Proficiency in MS Excel and WF tools (IEX, CMS) is essential; Verint Impact 360 is a plus. Flexible scheduling may be required to cover shifts in a Manila operation.

Qualifications

• At least 1 year experience forecasting and resource planning in a call center.
• At least 1 year intraday management experience.
• Advanced MS Office (2003) and Excel; experience with WF tools such as IEX and CMS; Verint Impact 360 is a plus.

Responsibilities

• Maintain hiring plans and rolling forecasts for weekly staffing.
• Develop schedules and rosters to meet client metrics while balancing productivity.
• Collaborate with client teams and operations to inform forecasting and ramp plans.
• Review 13-month forecasts monthly; conduct weekly/biweekly meetings during ramp or when targets are not met.

Skills

Forecasting and Resource Planning

Intraday management

MS Excel

WF tools (IEX, CMS)

Verint Impact 360

Tools

MS Office 2003

IEX

CMS

Job description

Ibex Limited is seeking a Workforce Planner to maintain staffing forecasts, develop rolling plans, and generate weekly schedules that meet client metrics while balancing internal productivity goals.

The role requires forecasting and intraday management experience in a call center. Proficiency in MS Excel and WF tools (IEX, CMS) is essential; Verint Impact 360 is a plus. Flexible scheduling may be required to cover shifts in a Manila operation.