WFM Scheduler

ibex

Workforce Scheduler responsible for maintaining hiring plans and staffing levels for call center programs. Ensuring client metrics are achieved while balancing internal productivity goals.

Posted 6/29/2026full-timePasig • 🇵🇭 PhilippinesJuniorWebsite

About the role

Key responsibilities & impact

Maintain hiring plans and generate schedules on a weekly basis
Provide guidance on staffing levels needed by each program to achieve client metrics
Mechanize data collection for trending call volume, AHT, Service Level, and shrinkage factors
Standardize methods and customize formulas for forecasting
Document assumptions and issues discussed in meetings
Review forecasting with Operations once a month

Requirements

What you’ll need

Bachelor’s /Associate Degree (any field) or equivalent work experience
At least 1 year experience specializing in Forecasting and Resource Planning in a call center environment
At least 1 year Intraday management experience
Willing to work in permanent graveyard shift
Willing to be assigned in Pasig and open for occasional travel to different sites
Advanced knowledge in MS Office (especially MS Excel and relevant WF tools such as IEX and CMS).
Knowledge in problem solving processes
Manual Scheduling Skills

Benefits

Comp & perks

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Hard Skills & Tools

ForecastingResource PlanningIntraday ManagementData CollectionTrend AnalysisSchedulingProblem Solving