WFM Scheduling Analyst: Forecasting & Real-Time Ops

Transcom; Pasig; On-site; PHP 350,000 - 520,000; Full time

Benefits offered by this job

Day 1 HMO

Meal & Transportation Allowance

Rice Subsidy

Clothing Allowance

24/7 Teleconsult

Free Psychologist Consultation

In-house & Online Pharmacy

Scholarship Program

Retirement Fund

Free Meal & Medicine

Loyalty Incentives

Accidental & Life Insurance

Free Shuttle Service

Job summary

Transcom Pasig is seeking a Scheduling Analyst to maintain optimized schedules and roster data. You will create short-term plans, support Real Time Analysis, and ensure a minimum 1-week look ahead for scheduling and capacity management.

The role requires forecasting/scheduling experience, Excel proficiency, and knowledge of WFM systems like eWFM, Verint, IEX, Teleopti, and Genesys. Strong analytical and collaboration skills are essential.

Qualifications

• University degree or equivalent higher qualification.
• Forecasting and scheduling experience: 1 year min; Excel and Erlang preferred.
• RTAs and scheduling across multiple WFM systems (≥2).

Responsibilities

• Create and manage schedule bids, adjustments, assignments, and swaps for future weeks.
• Publish intraday performance files and provide staffing guidance.
• Analyze bids, pre plots, and support capacity initiatives.
• Maintain master roster and ensure accurate eWFM, CMS, and SAP data.
• Coordinate with Real Time Analysis and other departments for optimization.

Skills

Excel

Predictive statistics

Inbound call center knowledge

Actuarial/Statistics/Math

Education

University degree or equivalent

Tools

eWFM

Verint

IEX

Teleopti

Genesys

Job description

Transcom Pasig is seeking a Scheduling Analyst to maintain optimized schedules and roster data. You will create short-term plans, support Real Time Analysis, and ensure a minimum 1-week look ahead for scheduling and capacity management.

The role requires forecasting/scheduling experience, Excel proficiency, and knowledge of WFM systems like eWFM, Verint, IEX, Teleopti, and Genesys. Strong analytical and collaboration skills are essential.