WFM Scheduler: Intraday Optimization & Coverage

Acquire Intelligence; Eastern Manila District; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

HMO coverage

Yearly kickoff parties

Value awards

Career growth through internal promos

12 vacation leaves

12 sick leaves

Birthday leave

14th month pay after 5 years

Referral incentives

Job summary

Acquire Intelligence is seeking a Scheduling Analyst in Metro Manila to translate forecasts into optimized shift schedules, manage time-off, and ensure coverage targets are met across multiple vendors. You will own schedule build in Genesys Cloud CX and support intraday management during peaks and unplanned events.

The role requires hands-on WFM experience in contact centers, proficiency with Genesys Cloud Workforce Engagement Management, and strong attention to detail for accurate data and

Qualifications

• Experience in a workforce management scheduling role within a contact centre environment.
• Hands-on proficiency with Genesys Cloud Workforce Engagement Management or a comparable WFM platform.
• Strong understanding of shift scheduling concepts including interval-level forecasting, skill-based routing, and schedule optimisation.
• Ability to manage competing priorities such as agent entitlements, coverage targets, and labour law requirements simultaneously.
• Comfortable working in a multi-vendor or outsourced service delivery environment.
• Clear and confident communicator who can relay coverage risks and scheduling decisions to operational and vendor stakeholders.
• High attention to detail with a disciplined approach to data accuracy and audit processes.
• Analytically minded with the ability to interpret scheduling data and produce meaningful reports for internal and client audiences.
• Adaptable and calm under pressure, particularly when supporting real-time operations during peaks or unplanned events.
• Collaborative team player who works effectively with Real-Time Analysts, Operations Managers, and vendor WFM counterparts.

Responsibilities

• Translate interval-level forecasts into shift schedules covering standard, split, and micro-shift patterns, with accurate break placement and skill-based assignment.
• Run schedule optimisation to minimise over and understaffing while maintaining compliance with labour law and contracted hours.
• Build, generate, and publish schedules in Genesys Cloud Workforce Engagement Management using agreed management units, planning groups, and service goal templates.
• Manage time-off requests and shift bidding processes, balancing agent entitlements against coverage requirements.
• Maintain and audit scheduling configuration in Genesys, including activity codes, work plans, shift templates, agent profiles, and contracted hours.
• Support intraday management alongside Real-Time Analysts by monitoring queue performance and schedule adherence, and actioning breaks, overtime, or VTO within agreed rules.
• Communicate intraday coverage risks and coordinated actions to vendor WFM teams and supervisors.
• Apply consistent WFM scheduling standards across all in-scope vendors and help rebalance coverage where staffing is misaligned against forecast demand.
• Support scenario modelling for known volume events such as campaigns, seasonal peaks, and price changes by building draft schedules for each scenario.
• Extract and present scheduling data for internal and client stakeholders, including schedule accuracy, coverage against requirement, and time-off impact.

Skills

WFM scheduling

Genesys Cloud

Interval forecasting

Shift optimization

Vendor environment

Data interpretation

Tools

Genesys Cloud WFM

Job description

Acquire Intelligence is seeking a Scheduling Analyst in Metro Manila to translate forecasts into optimized shift schedules, manage time-off, and ensure coverage targets are met across multiple vendors. You will own schedule build in Genesys Cloud CX and support intraday management during peaks and unplanned events.

The role requires hands-on WFM experience in contact centers, proficiency with Genesys Cloud Workforce Engagement Management, and strong attention to detail for accurate data and