Workforce Scheduler — Contact Center Ops (AU) Onsite

Manatal; Philippines; Remote; PHP 420,000 - 660,000; Full time

Benefits offered by this job

Competitive rewards

Collaborative spirit

Work-Life harmony

Career growth

Inclusive teamwork

Job summary

MicroSourcing is seeking a Workforce Scheduler for our Australian consumer telco client, with on-site work at BGC, Taguig. You will create, maintain, and optimize contact center schedules to meet service levels and staffing needs.

You will collaborate with Workforce Planning, Operations, and Team Leaders to balance demand, employee preferences, and compliance while driving intraday adjustments and data-driven decisions.

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.
• Strong written and verbal communication with stakeholders.
• Attention to detail and time management in a fast-paced environment.

Responsibilities

• Develop, optimize, and publish agent schedules based on forecasted workload to meet service targets.
• Manage shift patterns, breaks, offline activities, product launches, and training events in WFM systems.
• Provide intraday staffing adjustments and collaborate with Operations and WFM teams to address gaps.

Skills

Workforce Management

Scheduling

Planning

Contact Centre Operations

Excel

Analytical thinking

Stakeholder management

Tools

NICE IEX

CXone WFM

Verint

Aspect

Calabrio

Job description

MicroSourcing is seeking a Workforce Scheduler for our Australian consumer telco client, with on-site work at BGC, Taguig. You will create, maintain, and optimize contact center schedules to meet service levels and staffing needs.

You will collaborate with Workforce Planning, Operations, and Team Leaders to balance demand, employee preferences, and compliance while driving intraday adjustments and data-driven decisions.