WFM Forecasting & Scheduling Lead

IBEX Global Solutions (Philippines) Inc.; Naga; On-site; PHP 391,000 - 614,000; Full time

Job summary

IBEX Global Solutions (Philippines) Inc. is seeking a Workforce Scheduler responsible for maintaining hiring plans, rolling forecasts, and weekly schedules. The role guides staffing levels to meet client metrics while balancing internal productivity goals.

The position involves historical data collection, trending standardization, and forecasting with cross‑functional collaboration. Willingness to work graveyard shifts and be based in Pasig is required, with occasional travel to different sites.

Qualifications

• Bachelor’s or Associate degree or equivalent work experience.
• At least 1 year forecasting and resource planning experience in a call center.
• At least 1 year intraday management experience.
• Willing to work permanent graveyard shift.
• Willing to be assigned in Pasig and open for occasional travel to different sites.

Responsibilities

• Mechanize the collection of historical data for trending – call volume, AHT, Service Level and shrinkage factors.
• Standardize methods for trending call volume, AHT, service level and shrinkage.
• Forecast the baseline volume, AHT and shrinkage factors for a 13‑month rolling period at a weekly level.
• Review the full 13‑month forecast with Operations at least once a month.
• Document assumptions, concerns and issues discussed at meetings.
• Discuss hiring plan items: headcount, skill sets, hiring status, training attrition, learning curve impacts, and scheduling impacts.
• Operations to provide final approval on assumptions used.
• Forecast data fed into the hiring plan file; Vacation/PTO allotted by Resource Planner.
• Develop input to budget planning process.

Skills

Strong communication skills

Above average reporting skills

Excellent analytical skills

Organizational skills

Education

Bachelor’s / Associate Degree

Tools

MS Excel

IEX

CMS

Job description

IBEX Global Solutions (Philippines) Inc. is seeking a Workforce Scheduler responsible for maintaining hiring plans, rolling forecasts, and weekly schedules. The role guides staffing levels to meet client metrics while balancing internal productivity goals.

The position involves historical data collection, trending standardization, and forecasting with cross‑functional collaboration. Willingness to work graveyard shifts and be based in Pasig is required, with occasional travel to different sites.