WFM Scheduler: Forecasting & Intraday Planning (Graveyard)

ibex; Manila; On-site; PHP 350,000 - 550,000; Full time

Job summary

ibex is seeking a Workforce Scheduler in the Philippines to build weekly staffing plans, rolling forecasts, and rosters for multiple programs. The goal is to guide staffing levels to meet client metrics while balancing internal productivity.

The role requires forecasting, trend analysis, and intraday planning, with coordination across teams. Willingness to work a permanent graveyard shift and travel to different sites is essential.

Qualifications

• Bachelor’s /Associate Degree (any field) or equivalent work experience.
• At least 1 year experience specializing in Forecasting and Resource Planning in a call center environment.
• At least 1 year Intraday management experience.
• Willing to work in permanent graveyard shift.
• Willing to be assigned in Pasig and open for occasional travel to different sites.

Responsibilities

• Mechanize collection of historical data for trending: call volume, AHT, service level and shrinkage.
• Normalize historical data for abnormal occurrences and document for future trending.
• Standardize methods for trending call volume, AHT, service level and shrinkage.
• Customize formulas by program for historical data used in forecasting.
• Document data details to enable accurate forecast.
• Forecast a 13-month rolling weekly forecast; review with Operations.
• Document all assumptions, concerns and issues discussed at meetings.
• Discuss hiring plan items: program headcount, skill assignment, and training attrition.
• Develop input to budget planning process.

Skills

Strong communication

Analytical skills

Organizational skills

Time management

Education

Bachelor’s / Associate Degree

Tools

MS Excel

IEX

CMS

Job description

ibex is seeking a Workforce Scheduler in the Philippines to build weekly staffing plans, rolling forecasts, and rosters for multiple programs. The goal is to guide staffing levels to meet client metrics while balancing internal productivity.

The role requires forecasting, trend analysis, and intraday planning, with coordination across teams. Willingness to work a permanent graveyard shift and travel to different sites is essential.