Workforce Management Scheduler

Global Payments; Quezon City; On-site; PHP 420,000 - 700,000; Full time

Benefits offered by this job

Accessibility accommodations

Job summary

Global Payments is seeking a Workforce Management Scheduler to join its global Workforce Management team. The role focuses on building optimized agent schedules and rosters based on demand, maintaining accurate data in WFM systems, and delivering intraday forecasts to improve staffing accuracy across a dynamic, global operation.

The ideal candidate brings 2+ years in scheduling within a contact center, strong Excel and data-analytic skills, and excellent communication to coordinate with agents

Qualifications

• 2+ years of experience as a Scheduler or Resource Planner in a contact center or BPO.
• Advanced proficiency in WFM tools with hands-on scheduling and short-term forecasting.
• Strong Excel, data analysis, and reporting skills.
• Excellent written and verbal communication for coordinating with agents and teams.

Responsibilities

• Develop and manage optimized agent schedules and rosters based on demand forecasts.
• Maintain scheduling data in WFM systems and communicate updates timely.
• Produce intraday/daily forecasts for volume, staffing, and performance, and analyze variances.
• Collaborate with Real-Time Analysts and Capacity Planners to optimize staffing and schedule efficiency.
• Use WFM tools for scheduling, forecasting, reporting, and insights on utilization.

Skills

WFM Tools

Scheduling

Forecasting

Excel

Data analysis

Communication

Education

Quantitative degree

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 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.

Global Payments and Worldpay recently joined forces, and we’re currently operating across two Workday application systems. If you don’t see one of your applications here, it may have been submitted in the Worldpay Workday system instead. At Global Payments (NYSE : GPN), we empower simple, fast, secure payments for everyone. And to do that, we’ve built a complete, worldwide commerce ecosystem that delivers software and services at scale to millions of companies around the world—from ambitious startups to global enterprises. Our team of 27,000 experts is dedicated to your success. Headquartered in Atlanta, Georgia, we're a Fortune 500® company and a member of the S&P 500 with worldwide reach spanning North America, Europe, Asia Pacific and Latin America. Wherever you are—or wherever you want to be—we’re there, ready to support you. For more information, visit company.globalpayments.com and follow Global Payments on X, LinkedIn and Facebook.

Accommodations: Accessibility Requests:

If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact [e-mail].

EEOC Statement:

Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify [e-mail].