WFM Scheduler: Staffing & Forecasting (Onsite, UK Time)

TASQ

Philippines

On-site

PHP 360,000 - 600,000

Full time

14 days+

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Job summary

TASQ is seeking a skilled Workforce Management Scheduler in Centris, QC. This onsite role supports scheduling, forecasting and real-time staffing for a UK-time operation, partnering with Operations and WFM teams to maintain optimal service levels.

The ideal candidate holds a Bachelor's Degree with 3–6 years of voice contact center scheduling experience, and hands-on experience with IEX, Verint, Genesys or Aspect plus advanced Excel and KPI analysis (SLA, AHT, ASA, Abandon).

Qualifications

Bachelor's degree required.
3–6 years scheduling experience in voice contact centers.
Experience with scheduling tools (IEX, Verint, Genesys, Aspect).
Understanding of occupancy, utilization and SLA KPIs (SLA, AHT, ASA, Abandon).
FTE calculation methodology knowledge.
Workforce optimization software experience.
Advanced Excel proficiency.

Responsibilities

Use WFM tools for scheduling, forecasting, performance monitoring and reporting.
Coordinate with Operations, WFM and stakeholders to address real-time staffing concerns.
Provide timely updates and escalation of critical service-level or staffing issues.
Support forecasting, capacity planning and workforce-related activities when required.