WFM Scheduler: Strategic Forecasting & Scheduling Lead

ibex; Palestine (TX); On-site; USD 3,900 - 6,800; Full time

Job summary

ibex is seeking a Workforce Scheduler to maintain hiring plans, develop rolling forecasts, generate weekly schedules, and manage rosters to meet client metrics while balancing internal productivity goals.

The role emphasizes trend analysis, intraday management, and collaboration with multiple teams. Candidates should have a relevant degree and at least 1 year of forecasting experience in a call center, with willingness to work a permanent graveyard shift in Pasig and travel as needed.

Qualifications

• Bachelor’s or Associate degree (any field) or equivalent work experience.
• At least 1 year experience in forecasting and resource planning in a call center environment.
• At least 1 year intraday management experience.
• Willing to work permanent graveyard shift and be assigned in Pasig with occasional travel.

Responsibilities

• Develop rolling forecasts and staffing plans to meet client metrics.
• Create weekly schedules and rosters aligned with programs’ needs.
• Document assumptions, concerns and issues discussed in meetings for forecasting accuracy.
• Coordinate with cross-functional teams to account for factors affecting forecast accuracy.

Skills

Communication

Reporting

Analytical skills

Organizational skills

Education

Bachelor/Associate Degree

Tools

MS Excel

IEX

CMS

Job description

ibex is seeking a Workforce Scheduler to maintain hiring plans, develop rolling forecasts, generate weekly schedules, and manage rosters to meet client metrics while balancing internal productivity goals.

The role emphasizes trend analysis, intraday management, and collaboration with multiple teams. Candidates should have a relevant degree and at least 1 year of forecasting experience in a call center, with willingness to work a permanent graveyard shift in Pasig and travel as needed.