Workforce Scheduler - Contact Center Operations AU Consumer Telco

MicroSourcing International; Taguig; On-site; PHP 420,000 - 590,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Performance bonuses

Paid time-off with cash conversion

Group life insurance

Job summary

MicroSourcing in the Philippines is hiring a Workforce Scheduler for Contact Center Operations to support an AU consumer telco. The role onsite at BGC, Taguig, with dayshift hours, focuses on building and maintaining schedules to meet service levels and staffing targets.

You will collaborate with Workforce Planning, Operations, and Team Leaders, optimize intraday staffing, and ensure data integrity in WFM systems while adhering to labor regulations and company policies.

Qualifications

• Proven professional 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 with strong analytical, problem-solving, and critical-thinking abilities.
• Strong written and verbal communication skills with stakeholder management experience.
• High attention to detail and excellent time-management 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 compliance with labour regulations and company policies.

Skills

Workforce management

Scheduling

Excel advanced

Stakeholder management

Attention to detail

Tools

NICE IEX

CXone WFM

Verint

Aspect

Calabrio

Job description

Job Description:

Discover your 100% YOU with MicroSourcing!

Position: Workforce Scheduler - Contact Center Operations (AU Consumer Telco)

Location: BGC, Taguig

Work setup & shift: Onsite | Dayshift

Be a part of something big at Microsourcing!

We're building a new team to support a dynamic challenger in the Australian telco space; a company committed to redefining customer experiences and pushing the boundaries of digital innovation.

This is your chance to contribute to projects that connect millions nationwide while working with cutting-edge technology. Join us on this exciting journey and grow your career with a company that's at the forefront of the telecommunications industry!

Your Role

The Workforce Scheduler is responsible for creating, maintaining, and optimizing contact centre schedules to ensure the right staffing levels are available to meet customer demand and service level objectives. This role works closely with Workforce Planning, Operations, and Team Leaders to align staffing requirements with business needs while balancing employee preferences, productivity, and compliance requirements.

As a Workforce Scheduler - Contact Center Operations, you will:

• 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.

What You Need

Non-negotiables

• Proven professional experience in Workforce Management, Scheduling, Planning, or Contact Centre Operations.
• Hands-on proficiency with WFM enterprise 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.

Preferred Skills/expertise

• Experience supporting a multi-channel contact centre environment across voice, chat, email, and social media channels.
• Working understanding of workload forecasting, capacity planning methodologies, and WFM scheduling best practices.
• Demonstrated ability in workforce rostering, data analysis, and trend reporting to improve operational efficiency.
• Knowledge of labor regulations, enterprise agreements, and workforce scheduling compliance frameworks.
• Experience handling schedule audits, roster inquiries, and offline activity management across operational teams.

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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.

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.

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. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

• Terms & conditions apply