Workforce Coordinator

MicroSourcing; Philippines; Hybrid; PHP 502,000 - 725,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Dependent coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Hybrid work arrangement

Job summary

MicroSourcing in the Philippines is looking for a Workforce Coordinator to manage agent profiles, shift planning, and real-time staffing in a hybrid, day-shift environment at Eastwood, Libis, Quezon City.

You will support data quality, payroll prep, and reporting using Genesys Cloud and Excel, coordinating with multiple stakeholders while adhering to Australian operating hours in an offshore delivery model.

Qualifications

• Proven track record in workforce coordination, scheduling support, or service operations admin within contact center or back-office environments.
• Solid understanding of workforce planning concepts, including schedule adherence, agent skills routing, queues, and shrinkage.
• Advanced MS Excel skills, strong version control discipline, and high precision in maintaining records across multiple databases.
• Ability to work Australian operating hours (AEST/AEDT) in an offshore delivery framework.
• Excellent written and verbal English skills to manage multi-site stakeholder requests and elevate capacity clashes.

Responsibilities

• Update agent profiles, skills, routing configurations, and employee statuses in WFM systems.
• Manage incoming Workforce email queues; prioritize, validate, and route schedule update requests to appropriate WFM owners.
• Apply approved real-time shift swaps, break adjustments, training allocations, and post-publish leave requests within capacity thresholds.
• Assist Optimisation Analysts with intra-day queue monitoring, staffing variance checks, and adherence alerts.
• Conduct roster audits before payroll close to verify leave balances, approved entries, and overtime accuracy.
• Execute data exception checks and assist with basic reporting using Genesys Cloud and MS Excel.

Skills

Workforce coordination

WFM concepts

MS Excel

English communication

Stakeholder management

Tools

Genesys Cloud

Verint

NICE

Teleopti

ServiceNow

Jira

Zendesk

Job description

Discover your 100% YOU with MicroSourcing!

Position:

Workforce Coordinator

Location:

Eastwood, Libis, Quezon City

Work setup & shift:

Hybrid | Day Shift

Why join MicroSourcing?

You'll Have

Competitive Rewards:

Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses

A Collaborative Spirit:

Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.

Work-Life Harmony:

Enjoy the balance between work and life that suits you with flexible work arrangements.

Career Growth:

Take advantage of opportunities for continuous learning and career advancement.

Inclusive Teamwork:

Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role

As a Quoting Officer, you will:

• Workforce Data & Profile Maintenance: Update agent profiles, skills, routing configurations, and employee statuses (new starters, leavers, internal transfers) in WFM systems.
• Inbox Triage & Request Management: Manage incoming Workforce email queues; prioritize, validate, and route schedule update requests to appropriate WFM owners.
• Schedule Adjustments & Capacity Checks: Apply approved real-time shift swaps, break adjustments, training allocations, and post-publish leave requests within strict capacity thresholds.
• Intra-Day Real-Time Support: Assist Optimisation Analysts with intra-day queue monitoring, staffing variance checks, and agent adherence exception alerts.
• Pre-Payroll Roster Compliance Audits: Conduct roster audits before payroll close to verify leave balances, validate approved leave entries, track overtime accuracy, and ensure Award compliance.
• Data Quality & Reporting: Execute routine data exception checks (missing skills, schedule anomalies) and assist with basic reporting using Genesys Cloud and MS Excel.

What You Need

Non-negotiables

• Experience: Proven track record in a workforce coordination, scheduling support, or service operations admin role within contact center or back-office environments.
• WFM Core Knowledge: solid understanding of workforce planning concepts, including schedule adherence, agent skills routing, queues, and shrinkage.
• Software & Data Accuracy: Advanced MS Excel skills, strong version control discipline, and high precision in maintaining records across multiple databases.
• Schedule Alignment: Ability to work Australian operating hours (AEST/AEDT) in an offshore operational delivery framework.
• Communication & Triage: Excellent written and verbal English skills to manage multi-site stakeholder requests and elevate capacity clashes.

Preferred Skills/expertise

• Practical exposure to Genesys Cloud (or similar ACD/WFM platforms like Verint, NICE, or Teleopti).
• Familiarity with Australian Modern Awards, roster compliance rules, and enterprise agreements (EA).
• Experience with ticketing platforms (e.g., ServiceNow, Jira, Zendesk) and data quality auditing.
• Prior experience supporting Australian financial services, salary packaging, or novated leasing sectors.

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan - it's our commitment. Our way of life. Here, we don't just accept your unique, authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth.

Join us in celebrating YOU and your 100%! For more information, visit https://www.microsourcing.com/

• Terms & conditions apply