WFM Scheduler: Optimize Staffing & SLAs

Premier BPO Inc.; Quezon City; On-site; PHP 240,000 - 360,000; Full time

Job summary

Premier BPO Inc. is seeking a detail-oriented WFM Scheduler to join our Workforce Management team in Metro Manila. You will create, maintain, and optimize staff schedules across client lines of business, balancing service levels with agent preferences.

You will work with Operations, RTAs, and stakeholders to ensure schedules support forecasted demand, shrinkage targets, and business priorities. Strong Excel and MPP platform experience are essential.

Qualifications

• Minimum 6 months to 2 years in a WFM Scheduler, Capacity Planner, or Workforce Analyst role in BPO/contact center.
• Advanced Microsoft Excel skills (pivot tables, VLOOKUP, data modeling).
• Experience with major WFM/telephony platforms (Genesys, Verint, CXOne, Avaya).

Responsibilities

• Create, publish, and maintain optimized staff schedules based on forecasted volume and headcount requirements.
• Review and track PTO, leaves, and training blocks in line with shrinkage targets.
• Coordinate intraday with RTAs to adjust schedules, swaps, and VTO to protect SLAs.
• Administer shifts bids and rotation schedules per account rules and tenure.
• Maintain accurate data in WFM systems and generate weekly/monthly adherence reports.
• Collaborate with Operations Managers and Team Leaders on capacity planning.

Skills

WFM scheduling

Excel proficiency

Forecasting data analysis

Communication skills

Integrity & compliance

Tools

Genesys

Verint

CXOne

Avaya

Job description

Premier BPO Inc. is seeking a detail-oriented WFM Scheduler to join our Workforce Management team in Metro Manila. You will create, maintain, and optimize staff schedules across client lines of business, balancing service levels with agent preferences.

You will work with Operations, RTAs, and stakeholders to ensure schedules support forecasted demand, shrinkage targets, and business priorities. Strong Excel and MPP platform experience are essential.