Strategic WFM Scheduler for Multi-Vendor CX

Acquire Intelligence; Metro Manila; On-site; PHP 335,000 - 670,000; Full time

Job summary

Acquire Intelligence is seeking a skilled Workforce Scheduler to build, optimise, and maintain agent schedules across multiple delivery vendors using Genesys Cloud CX. You will balance occupancy, labour rules, and SLA targets, while supporting real-time management during peaks and outages.

Ideal candidates have 2–4 years in WFM scheduling, experience with Genesys Cloud WFM, Erlang C, and strong data literacy. Knowledge of Excel and Power BI is a plus.

Qualifications

• 2–4 years experience in a WFM scheduling role.
• Practical experience with Genesys Cloud Workforce Engagement Management.
• Familiarity with Erlang C or equivalent staffing calculations.
• Understanding of labour law affecting shift design.
• Comfort with large datasets (forecasts, volumes, entitlements).

Responsibilities

• Translate forecasts into shift schedules with various patterns.
• Process time-off requests balancing entitlements and coverage.
• Run schedule optimisation to minimise over/understaffing.
• Manage bid/preference and publish final schedules.
• Support scenario modelling for volume events.
• Coordinate with Real-Time Analysts on schedule adjustments.
• Audit scheduling data for accuracy and reporting.

Skills

WFM scheduling

Genesys Cloud WFM

Erlang C

Multi-skill scheduling

Labour law awareness

Tools

Genesys Cloud CX

Excel

Power BI

SQL

Job description

Acquire Intelligence is seeking a skilled Workforce Scheduler to build, optimise, and maintain agent schedules across multiple delivery vendors using Genesys Cloud CX. You will balance occupancy, labour rules, and SLA targets, while supporting real-time management during peaks and outages.

Ideal candidates have 2–4 years in WFM scheduling, experience with Genesys Cloud WFM, Erlang C, and strong data literacy. Knowledge of Excel and Power BI is a plus.