WFM Planner/Scheduler (Urgent) | Hybrid in Paranaque | Nightshift

IBEX Global Solutions (Philippines) Inc.; Parañaque; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

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

You will translate historical data and client inputs into staffing recommendations to support service levels, productivity, customer experience and cost objectives, while coordinating with clients and internal teams to improve forecast accuracy.

Qualifications

• Bachelor’s degree or equivalent relevant work experience.
• At least 1 year of forecasting and resource planning in a contact-center environment.
• At least 1 year of intraday management experience.
• Hands-on experience with Genesys Workforce Management.
• Strong knowledge of contact-center metrics, workforce-planning concepts, forecasting, staffing, scheduling, and shrinkage.
• Advanced Microsoft Excel skills (formulas, lookups, pivot tables, data reconciliation, trend analysis, reporting).
• Strong reporting and analytical skills with attention to data accuracy.
• Strong written and verbal communication skills with clients and senior stakeholders.
• Ability to prioritize deadlines and work independently with minimal supervision.
• Strong organizational, problem-solving, time-management and stakeholder-management skills.
• Ability to work rotating, overnight, weekend, and holiday schedules and live within 30 minutes of an ibex location.

Responsibilities

• Develop and maintain forecasts, hiring plans, and staffing requirements.
• Create schedules and rosters for contact-center operations.
• Translate historical performance and business drivers into staffing and scheduling recommendations.
• Support service levels, productivity, customer experience, and cost objectives.
• Identify risks early and solve problems before they affect performance.
• Continuously improve forecasting, planning, scheduling, and reporting practices.
• Communicate with clients, Operations, WFM leadership, and partner teams.

Skills

Forecasting

Resource planning

Intraday management

Communication

Decision making

Organizational skills

Time management

Stakeholder management

Data analysis

Problem solving

Education

Bachelor’s degree or equivalent

Tools

Genesys Workforce Management

Excel

Job description

About the role

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.

Key responsibilities

• Develop and maintain forecasts, hiring plans, and staffing requirements

• Create schedules and rosters for contact-center operations

• Translate historical performance and business drivers into staffing and scheduling recommendations

• Support service levels, productivity, customer experience, and cost objectives

• Identify risks early and solve problems before they affect performance

• Continuously improve forecasting, planning, scheduling, and reporting practices

• Communicate with clients, Operations, WFM leadership, and partner teams

About you

• Bachelor’s degree in any field or equivalent relevant work experience.

• At least one year of experience in forecasting and resource planning in a contact-center environment.

• At least one year of intraday management experience.

• Hands-on experience with Genesys Workforce Management is required.

• Strong knowledge of contact-center metrics, workforce-planning concepts, forecasting, staffing, scheduling, and shrinkage.

• Advanced Microsoft Excel skills, including formulas, lookups, pivot tables, data reconciliation, trend analysis, and report development.

• Strong reporting and analytical skills with demonstrated attention to data accuracy.

• Strong written and verbal communication skills, including the ability to communicate professionally with clients and senior stakeholders.

• Demonstrated ability to make sound decisions, prioritize competing deadlines, and work independently with minimal supervision.

• Strong organizational, problem-solving, time-management, and stakeholder-management skills.

• Ability to work rotating, overnight, weekend, and holiday schedules as required.

• Ability to live within 30 minutes of an ibex location and reliably support the assigned work arrangement.