Strategic Workforce Scheduler – Contact Center Ops (AU)

MicroSourcing; Manila; On-site; PHP 360,000 - 600,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Above-market compensation

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing in Manila is hiring a Workforce Scheduler for Contact Center Operations to plan, maintain, and optimize agent schedules in support of an AU consumer telco initiative. This onsite, dayshift role partners with Workforce Planning, Operations, and Team Leaders to meet service levels while balancing staff needs and compliance.

You will manage shifts, breaks, and training events in WFM systems (NICE IEX, CXone WFM, Verint, Aspect, Calabrio), analyze workload, and provide intraday

Qualifications

• Proven experience in Workforce Management, Scheduling, Planning, or Contact Centre Operations.
• Hands-on proficiency with WFM platforms (NICE IEX, CXone WFM, Verint, Aspect, Calabrio).
• Advanced Microsoft Excel skills with strong analytical and problem-solving abilities.
• Strong written and verbal communication with stakeholder management.
• 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 targets.
• Manage shift patterns, breaks, offline activities, and trainings in WFM systems.
• Provide intraday staffing adjustments and address gaps to minimize impact.
• Communicate schedule updates and workforce recommendations to stakeholders.
• Monitor workforce metrics and ensure compliance with labour regulations and company policies.

Skills

Workforce management

Scheduling

Planning

Contact centre operations

WFM platforms

Excel & analytics

Stakeholder management

Communication

Tools

NICE IEX

CXone WFM

Verint

Aspect

Calabrio

Job description

MicroSourcing in Manila is hiring a Workforce Scheduler for Contact Center Operations to plan, maintain, and optimize agent schedules in support of an AU consumer telco initiative. This onsite, dayshift role partners with Workforce Planning, Operations, and Team Leaders to meet service levels while balancing staff needs and compliance.

You will manage shifts, breaks, and training events in WFM systems (NICE IEX, CXone WFM, Verint, Aspect, Calabrio), analyze workload, and provide intraday