WFM Scheduler: Forecasting & Staffing Strategist

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

Job summary

Ibex Limited in Manila is seeking a Workforce Scheduler to maintain hiring plans, forecast demand, generate weekly schedules, and keep rosters aligned with client metrics while balancing productivity goals.

The role focuses on collecting historical data, forecasting baseline volumes, AHT, shrinkage; collaborating with various teams; and documenting assumptions to support budget and staffing decisions.

Qualifications

• Forecasting and resource planning experience in a call center.
• At least 1 year intraday management experience.
• Bachelor’s/Associate degree or equivalent work experience.
• Willing to work graveyard shift in Pasig.

Responsibilities

• Mechanize collection of historical data for trending (call volume, AHT, service level, shrinkage).
• Standardize methods for trending call volume, AHT, service level and shrinkage.
• Forecast 13-month rolling baseline weekly; consult with client and support teams.
• Document assumptions/concerns from meetings to aid forecasting.
• Review 13-month forecast with Operations at least monthly.
• Participate in Hiring plan discussions: headcount, training, attrition.
• Coordinate with departments for budget planning and vacation/PTO allotments.

Skills

Communication skills

Reporting skills

Analytical skills

Time management

Organizational skills

Education

Bachelor or Associate degree

Tools

MS Excel

IEX

CMS

Job description

Ibex Limited in Manila is seeking a Workforce Scheduler to maintain hiring plans, forecast demand, generate weekly schedules, and keep rosters aligned with client metrics while balancing productivity goals.

The role focuses on collecting historical data, forecasting baseline volumes, AHT, shrinkage; collaborating with various teams; and documenting assumptions to support budget and staffing decisions.