Strategic Workforce Scheduler, Contact Center Ops (AU Telco)

MicroSourcing International; Taguig; On-site; PHP 420,000 - 590,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Performance bonuses

Paid time-off with cash conversion

Group life insurance

Job summary

MicroSourcing in the Philippines is hiring a Workforce Scheduler for Contact Center Operations to support an AU consumer telco. The role onsite at BGC, Taguig, with dayshift hours, focuses on building and maintaining schedules to meet service levels and staffing targets.

You will collaborate with Workforce Planning, Operations, and Team Leaders, optimize intraday staffing, and ensure data integrity in WFM systems while adhering to labor regulations and company policies.

Qualifications

• Proven professional experience in Workforce Management, Scheduling, Planning, or Contact Centre Operations.
• Hands-on proficiency with WFM platforms such as NICE IEX, CXone WFM, Verint, Aspect, or Calabrio.
• Advanced Microsoft Excel skills with strong analytical, problem-solving, and critical-thinking abilities.
• Strong written and verbal communication skills with stakeholder management experience.
• High attention to detail and excellent time-management 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 compliance with labour regulations and company policies.

Skills

Workforce management

Scheduling

Excel advanced

Stakeholder management

Attention to detail

Tools

NICE IEX

CXone WFM

Verint

Aspect

Calabrio

Job description

MicroSourcing in the Philippines is hiring a Workforce Scheduler for Contact Center Operations to support an AU consumer telco. The role onsite at BGC, Taguig, with dayshift hours, focuses on building and maintaining schedules to meet service levels and staffing targets.

You will collaborate with Workforce Planning, Operations, and Team Leaders, optimize intraday staffing, and ensure data integrity in WFM systems while adhering to labor regulations and company policies.