WFM Scheduler – Optimize Staffing & KPIs (Onsite)

RC Low Human Resource Consultancy OPC; Taguig; On-site; PHP 350,000 - 550,000; Full time

Job summary

RC Low Human Resource Consultancy OPC is seeking a detail-oriented WFM Scheduler to join our Workforce Management team in Taguig. You will create, maintain, and optimize staff schedules to balance service levels and operational efficiency.

The role requires at least 3 years in WFM scheduling, hands-on Genesys WFM experience, and strong proficiency in Excel. You will work with Operations and Resource Planning, adapting to shifting schedules, including weekends and holidays.

Qualifications

• Minimum of 3 years WFM scheduling experience.
• Hands-on experience with Genesys WFM for schedule creation.
• Understanding of contact center KPIs including SLA, AHT, Occupancy, Shrinkage.
• Experience managing schedule changes in a fast-paced contact center.

Responsibilities

• Create, maintain, and optimize employee schedules.
• Coordinate staffing adjustments with Operations and Resource Planning.
• Monitor service levels and KPI targets.
• Handle weekend/holiday shifts as required.

Skills

Analytical skills

Communication skills

Stakeholder management

Organizational skills

Education

Bachelor's degree

Tools

Genesys WFM

Microsoft Excel

Job description

RC Low Human Resource Consultancy OPC is seeking a detail-oriented WFM Scheduler to join our Workforce Management team in Taguig. You will create, maintain, and optimize staff schedules to balance service levels and operational efficiency.

The role requires at least 3 years in WFM scheduling, hands-on Genesys WFM experience, and strong proficiency in Excel. You will work with Operations and Resource Planning, adapting to shifting schedules, including weekends and holidays.