Strategic Workforce Scheduler – Graveyard Shift

ibex; Parañaque; On-site; PHP 334,800 - 602,640; Full time

Job summary

ibex is seeking a Workforce Scheduler to maintain staffing plans, develop rolling forecasts, and generate weekly schedules. The role involves managing rosters and aligning staffing with client metrics while balancing productivity goals.

Responsibilities include forecasting call volume, AHT, and shrinkage; conducting intraday management, and coordinating with cross-functional teams. Willingness to work graveyard shifts and travel to sites is required.

Qualifications

• Bachelor’s/Associate degree or equivalent work experience.
• At least 1 year in Forecasting/Resource Planning in a call center.
• At least 1 year Intraday management experience.
• Willing to work permanent graveyard shift.
• Willing to be assigned in Pasig and travel to different sites.

Responsibilities

• Develop rolling forecasts and sequences for 13-month horizon.
• Maintain staffing plans and rosters weekly.
• Forecast call volume, AHT and shrinkage; baseline and trends.
• Collaborate with client teams and internal operations for planning.
• Document assumptions, concerns and issues from meetings.

Skills

Analytical skills

Organizational skills

Communication

Independence

Education

Bachelor’s/Associate degree or equivalent

Tools

MS Office (Excel)

WF tools (IEX, CMS)

Job description

ibex is seeking a Workforce Scheduler to maintain staffing plans, develop rolling forecasts, and generate weekly schedules. The role involves managing rosters and aligning staffing with client metrics while balancing productivity goals.

Responsibilities include forecasting call volume, AHT, and shrinkage; conducting intraday management, and coordinating with cross-functional teams. Willingness to work graveyard shifts and travel to sites is required.