WFM Scheduler: Optimize Contact Center Schedules

ESOL IT SERVICES INC.; Philippines; Remote; PHP 480,000 - 720,000; Full time

Job summary

ESOL IT SERVICES INC. in Taguig City is seeking a detail-oriented Scheduler to join our Workforce Management team. You will create, maintain, and optimize schedules to meet service level targets while improving operational efficiency.

The ideal candidate has at least 3 years in WFM scheduling, is proficient in Genesys, and understands key contact center metrics such as SLA, AHT, occupancy, shrinkage, and adherence. This is an onsite role.

Qualifications

• Minimum 3 years of Workforce Management experience in scheduling or a related WFM function.
• Proven experience using Genesys Workforce Management for schedule creation, maintenance and optimization.
• Strong understanding of contact center metrics: Service Level, AHT, Occupancy, Shrinkage, Schedule Efficiency, Adherence.
• Hands-on experience managing schedule updates, activity codes, exceptions, and staffing adjustments.
• Strong analytical, organizational, and problem-solving skills.
• Excellent attention to detail and ability to manage multiple priorities in a fast-paced environment.
• Strong communication and stakeholder management skills.

Responsibilities

• Create, maintain, and optimize employee schedules using Genesys Workforce Management.
• Update schedules based on staffing requirements, business needs, planned activities, and operational changes.
• Manage schedule changes, activity codes, exceptions, time-off requests, and staffing adjustments.
• Monitor schedule efficiency and recommend improvements to maximize workforce utilization.
• Ensure staffing plans align with service level goals and operational requirements.
• Analyze workforce data and provide recommendations to support business decisions.
• Collaborate with Operations, Workforce Management, and other stakeholders to address scheduling concerns.
• Maintain schedule accuracy while ensuring compliance with company policies and operational standards.
• Support workforce optimization initiatives and continuous process improvements.

Skills

WFM scheduling

Genesys Workforce Management

Analytical skills

Stakeholder management

Communication skills

Tools

Genesys Workforce Management

Job description

ESOL IT SERVICES INC. in Taguig City is seeking a detail-oriented Scheduler to join our Workforce Management team. You will create, maintain, and optimize schedules to meet service level targets while improving operational efficiency.

The ideal candidate has at least 3 years in WFM scheduling, is proficient in Genesys, and understands key contact center metrics such as SLA, AHT, occupancy, shrinkage, and adherence. This is an onsite role.