Workforce Scheduler – Contact Center (Dayshift, Onsite)

MicroSourcing; Taguig; On-site; PHP 558,000 - 893,000; Full time

Benefits offered by this job

Healthcare coverage day one

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Flexible work arrangements

Job summary

MicroSourcing is expanding its workforce with a dedicated Workforce Scheduler for Contact Center Operations onsite at BGC, Taguig. The role supports a dynamic Australian consumer telco client, optimizing schedules to meet service levels and occupancy targets while coordinating with planning, operations, and team leads.

The ideal candidate has proven WFM experience, advanced Excel skills, and strong stakeholder management.

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 Microsoft Excel skills alongside strong analytical, problem-solving, and critical-thinking capabilities.
• Strong written and verbal communication skills with a history of effective stakeholder management.
• High attention to detail, strong time management, organizational skills, and adaptability in a fast-paced environment.

Responsibilities

• Develop, optimize, and publish agent schedules based on forecasted workload to meet Service Level, ASA, and Occupancy targets.
• Manage shift patterns, breaks, offline activities, product launches, and training events in WFM systems while maintaining data integrity.
• Provide intraday staffing adjustments and collaborate with Operations and WFM teams to address staffing gaps and minimize impact.
• Communicate schedule updates, policy guidelines, and workforce recommendations clearly to internal and operational stakeholders.
• Monitor key workforce metrics (shrinkage, efficiency, staffing variances) and ensure full compliance with labour regulations and company policies.

Skills

Workforce Management

Scheduling

Contact Centre Operations

Excel

Stakeholder Management

Tools

NICE IEX

CXone WFM

Verint

Aspect

Calabrio

Job description

MicroSourcing is expanding its workforce with a dedicated Workforce Scheduler for Contact Center Operations onsite at BGC, Taguig. The role supports a dynamic Australian consumer telco client, optimizing schedules to meet service levels and occupancy targets while coordinating with planning, operations, and team leads.

The ideal candidate has proven WFM experience, advanced Excel skills, and strong stakeholder management.