Onsite WFM Scheduler: Call Center Staffing & Analytics

Qualfon Philippines; Irving (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

Qualfon Philippines is seeking a Workforce Scheduling Analyst to support schedule generation and intra-day staffing for our Irving, TX facility. The role requires onsite presence and close collaboration with Operations to maintain optimal service levels across all skill groups.

The ideal candidate has 1+ year of WFM scheduling experience, familiarity with Verint/eWFM/IEX/Genesys, and a BA/Math-related degree.

Qualifications

• Bachelor’s Degree in Business Administration, Accounting, Finance, or Math or relevant work experience (2-4 years) considered an acceptable substitute for the education requirement
• Minimum of 1 year experience in WFM Scheduling or any WFM facer within call center operations
• Experience working with different Scheduling software (Eg. Verint, eWFM, IEX, Genesys)

Responsibilities

• Generates intraday staffing analysis using workforce management software to optimize staffing levels.
• Prepares and facilitates intraday staffing calls, proposing schedule changes as needed.
• Publishes and updates agent schedules, ensuring correct hours and rest days.
• Performs trend analysis on call volume and staffing to meet service level goals.
• Audits skill sets and CMS configurations to ensure proper routing and agent performance.

Skills

WFM Scheduling

Education

Bachelor’s Degree in Business Administration, Accounting, Finance, or Math

Tools

Verint

eWFM

IEX

Genesys

Job description

Qualfon Philippines is seeking a Workforce Scheduling Analyst to support schedule generation and intra-day staffing for our Irving, TX facility. The role requires onsite presence and close collaboration with Operations to maintain optimal service levels across all skill groups.

The ideal candidate has 1+ year of WFM scheduling experience, familiarity with Verint/eWFM/IEX/Genesys, and a BA/Math-related degree.