Strategic Workforce Scheduler — Contact Center (Onsite)

MicroSourcing; Taguig; On-site; PHP 446,000 - 781,000; Full time

Benefits offered by this job

Healthcare on day one

Dependent coverage (spouse/children)

Paid time off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing seeks a Workforce Scheduler for its Contact Center Operations to build and optimize agent schedules that meet demand and service targets. You will work with Workforce Planning, Operations, and Team Leaders to balance staffing with employee needs.

This onsite role in Taguig requires experience in scheduling and WFM platforms and strong Excel skills. Join a team supporting Australian telco clients, with growth opportunities and exposure to cutting-edge workforce management practices

Qualifications

• Proven experience in Workforce Management, Scheduling, Planning, or Contact Centre Operations.
• Advanced Excel skills and strong analytical abilities.
• Strong written and verbal communication with stakeholder management experience.
• Ability to adapt in a fast-paced environment with high attention to detail.

Responsibilities

• Create, maintain, and optimize agent schedules to meet service level targets.
• Manage shift patterns, breaks, and events in WFM systems while ensuring data integrity.
• Provide intraday staffing adjustments and address gaps with cross-team collaboration.
• Communicate schedule changes and guidelines clearly to stakeholders.
• Monitor workforce metrics and ensure compliance with regulations and policies.

Skills

WFM platforms

Excel

Stakeholder management

Communication

Tools

NICE IEX

CXone WFM

Verint

Aspect

Calabrio

Job description

MicroSourcing seeks a Workforce Scheduler for its Contact Center Operations to build and optimize agent schedules that meet demand and service targets. You will work with Workforce Planning, Operations, and Team Leaders to balance staffing with employee needs.

This onsite role in Taguig requires experience in scheduling and WFM platforms and strong Excel skills. Join a team supporting Australian telco clients, with growth opportunities and exposure to cutting-edge workforce management practices