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ibex

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

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Forecasting and Resource Planning within a call center environment, utilizing advanced MS Excel and relevant workforce tools to optimize staffing and scheduling processes. Capable of analyzing data trends and providing actionable insights to meet client metrics.

Highest-signal resume keywords
ForecastingResource PlanningIntraday ManagementAdvanced MS ExcelManual Scheduling

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
ForecastingResource PlanningIntraday ManagementData CollectionTrend AnalysisSchedulingProblem Solving
Tools & Technologies
MS OfficeIEXCMS
Industry Keywords
Call CenterStaffing LevelsClient MetricsService LevelAHTShrinkage Factors

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
  • None specified 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score