Workforce Scheduler - Contact Center (AU) | Growth & Benefits

MicroSourcing International; Manila; On-site; PHP 300,000 - 540,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Performance bonuses

Paid time-off with cash conversion

Group life insurance

Company-sponsored events

Job summary

MicroSourcing is hiring a Workforce Scheduler to create and optimize contact centre schedules in an onsite, dayshift role in the Manila area. You will work with Workforce Planning, Operations, and Team Leaders to align staffing with forecasted demand and service levels while balancing productivity and compliance.

The role requires strong Excel skills, experience with WFM platforms (NICE IEX, CXone WFM, Verint, Aspect, Calabrio), and solid communication and analytical abilities to drive intraday

Qualifications

• Proven experience in Workforce Management, Scheduling, Planning, or Contact Centre Operations.
• Hands-on proficiency with WFM platforms such as NICE IEX, CXone WFM, Verint, Aspect, or Calabrio.
• Advanced Excel skills and strong analytical abilities.
• Excellent written and verbal communication with stakeholder management.
• High attention to detail and strong time management in a fast-paced environment.

Responsibilities

• Develop, optimize, and publish agent schedules based on forecasted workload to meet targets.
• Manage shift patterns, breaks, offline activities and trainings in WFM systems with data integrity.
• Provide intraday staffing adjustments and address gaps with Operations and WFM teams.
• Communicate schedule updates and workforce recommendations to stakeholders clearly.
• Monitor shrinkage, efficiency, and staffing variances while ensuring regulatory compliance.

Skills

Excel

Communication skills

Analytical thinking

Time management

Stakeholder management

Tools

NICE IEX

CXone WFM

Verint

Aspect

Calabrio

Job description

MicroSourcing is hiring a Workforce Scheduler to create and optimize contact centre schedules in an onsite, dayshift role in the Manila area. You will work with Workforce Planning, Operations, and Team Leaders to align staffing with forecasted demand and service levels while balancing productivity and compliance.

The role requires strong Excel skills, experience with WFM platforms (NICE IEX, CXone WFM, Verint, Aspect, Calabrio), and solid communication and analytical abilities to drive intraday