WFM Planner

IBEX Global Solutions (Philippines) Inc.; Philippines; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

IBEX Global Solutions (Philippines) Inc. is seeking a Senior Workforce Planner / Scheduler to develop and maintain forecasts, hiring plans, staffing requirements, schedules, and rosters for a complex contact-center environment.

The role requires hands-on Genesys Workforce Management experience, deep knowledge of contact-center metrics, advanced Excel and reporting, and the ability to communicate clearly with clients, Operations, WFM leadership, and partner teams to improve service levels and

Qualifications

• Hands-on experience with Genesys WFM and real-time forecasting.
• Strong knowledge of contact-center metrics and service levels.
• Advanced Excel and reporting capabilities are required.

Responsibilities

• Develop and maintain forecasts, staffing plans, and schedules.
• Create rosters and capacity plans to meet service level targets.
• Communicate insights and risks to clients and WFM leadership.

Skills

Forecasting

Staffing planning

Scheduling

Client communication

Problem solving

Tools

Genesys Workforce Management

Microsoft Excel

Reporting tools

Job description

Overview

The Senior Workforce Planner / Scheduler is responsible for developing and maintaining forecasts, hiring plans, staffing requirements, schedules, rosters, and related workforce-planning deliverables for a complex contact-center environment. The role translates historical performance, business drivers, operational assumptions, and client inputs into staffing and scheduling recommendations that support service levels, productivity, customer experience, and cost objectives.

This role requires hands-on experience with Genesys Workforce Management, strong knowledge of contact-center metrics, advanced Excel and reporting capability, and the ability to communicate clearly with clients, Operations, WFM leadership, and partner teams. The Senior Planner / Scheduler is expected to identify risks early, solve problems before they affect performance, and continuously improve forecasting, planning, scheduling, and reporting practices.