Workforce Management Scheduler

Global Payments Inc.; Quezon City; On-site; PHP 400,000 - 600,000; Full time

Job summary

Global Payments Inc. is seeking a Workforce Management Scheduler to join our global operations and help shape staffing for a busy contact center.

You will design schedules based on demand, maintain data accuracy in WFM systems, forecast intraday volumes, and collaborate with Real-Time Analysts and Capacity Planners to improve efficiency. Proficiency with tools like Genesys, Verint, and Excel is essential.

Qualifications

• 2+ years of experience as a Scheduler or Resource Planner in a Contact Center or BPO environment.
• Advanced proficiency in Workforce Management (WFM) tools with hands-on scheduling and short-term forecasting.
• Strong skills in Microsoft Excel for data analysis, reporting, and performance tracking.
• Proven ability to analyze short-term data (intraday, daily, weekly) and translate insights into effective staffing plans.
• Highly analytical with a strong attention to detail and the ability to make data-driven decisions to optimize workforce efficiency.

Responsibilities

• Develop and manage optimized agent schedules and rosters based on demand forecasts.
• Maintain accurate employee and scheduling data within WFM systems, ensuring reliable outputs.
• Produce short-term forecasts (intraday/daily) for volume, staffing, and performance, and analyze variances to improve accuracy.
• Collaborate with Real-Time Analysts, Capacity Planners, and operations teams to optimize staffing, support execution, and enhance schedule efficiency.
• Utilize Workforce Management (WFM) tools to perform scheduling, forecasting, reporting, and provide insights on agent utilization and performance.

Skills

Scheduling experience

Data analysis

Excel proficiency

Analytical thinking

Education

Degree in Business/Finance/Math/Economics/quantitative field

Tools

Genesys

Verint

AWS

Talkdesk

NICE InContact

Job description

Ready to take your career global?Make your mark at one of the biggest names in payments. We’re looking for a

Ready to take your career global?Make your mark at one of the biggest names in payments. We’re looking for a Workforce Management Scheduler to join our ever evolving Workforce Management team and help shape the future of global commerce.

What You’ll Own

• Develop and manage optimized agent schedules and rosters based on demand forecasts, including handling time-off requests, training, and other scheduling exceptions.
• Maintain accurate employee and scheduling data within WFM systems, ensuring reliable outputs and timely communication of schedule updates.
• Produce short-term forecasts (intraday/daily) for volume, staffing, and performance, and analyze variances to improve accuracy.
• Collaborate with Real-Time Analysts, Capacity Planners, and operations teams to optimize staffing, support execution, and enhance schedule efficiency.
• Utilize Workforce Management (WFM) tools to perform scheduling, forecasting, reporting, and provide insights on agent utilization and performance.

What You’ll Bring

• At least 2+ years of experience as a Scheduler or Resource Planner in a Contact Center or BPO environment.
• Advanced proficiency in Workforce Management (WFM) tools (e.g., Genesys, Verint, AWS, Talkdesk, NICE InContact) with hands-on experience in scheduling and short-term forecasting.
• Strong skills in Microsoft Excel for data analysis, reporting, and performance tracking.
• Proven ability to analyze short-term data (intraday, daily, weekly) and translate insights into effective staffing plans.
• Highly analytical with a strong attention to detail and the ability to make data-driven decisions to optimize workforce efficiency.

It’s a bonus if you have

• A degree in Business, Finance, Mathematics, Economics, or any related quantitative field
• Effective communication skills, both written and verbal for coordinating with agents, managers, and WFM peers.

About The Team

Our inclusive and global teams win together every day. We’re proud to have the best minds in the industry, who you can learn from as you grow your career. The people, the energy, the connections – it’s unmatched. Come and be part of an ever-evolving company and get dynamic opportunities that go beyond borders.

What makes a Globalpayer?

Globalpayers think like a client, act like an owner and win as one team. We’re curious and innovative – always finding better ways to deliver impact. We empower each other to make decisions, and it’s our passion that drives excellence in everything we set out to do.

Does this sound like you? Then you sound like a Globalpayer.