Strategic Workforce Scheduler — WFM Pro, Onsite Dayshift

MicroSourcing International; Taguig; On-site; PHP 420,000 - 660,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Flexible work arrangements

Job summary

MicroSourcing is seeking a Workforce Scheduler for our contact centre operations in Taguig. The role focuses on creating and optimizing schedules to meet service levels while balancing employee needs, with close collaboration across Workforce Planning, Operations, and Team Leaders.

The ideal candidate has proven experience in workforce management and scheduling, strong Excel and data-analysis skills, and effective communication with stakeholders. Onsite, dayshift, in a dynamic telco environment.

Qualifications

• Experience in Workforce Management, Scheduling, Planning, or Contact Centre Operations.
• Proficient with listed WFM platforms.
• Advanced Microsoft Excel skills and strong analytical abilities.
• Excellent written and verbal communication with stakeholder management.
• Detail-oriented with strong time management in fast-paced environments.

Responsibilities

• Create, maintain, and optimize contact centre schedules based on forecasted workload.
• Manage shift patterns, breaks, offline activities, launches, and training in WFM systems.
• Provide intraday staffing adjustments to address gaps and minimize impact.
• Communicate schedule updates and workforce recommendations to stakeholders.
• Monitor shrinkage, efficiency, and compliance with labour regulations and policies.

Skills

Workforce management

Scheduling

Attention to detail

Time management

Communication skills

Tools

NICE IEX

CXone WFM

Verint

Aspect

Calabrio

Microsoft Excel

Job description

MicroSourcing is seeking a Workforce Scheduler for our contact centre operations in Taguig. The role focuses on creating and optimizing schedules to meet service levels while balancing employee needs, with close collaboration across Workforce Planning, Operations, and Team Leaders.

The ideal candidate has proven experience in workforce management and scheduling, strong Excel and data-analysis skills, and effective communication with stakeholders. Onsite, dayshift, in a dynamic telco environment.