Senior Specialist, Workforce Management – Scheduler

Qualfon

Senior Specialist responsible for scheduling and staffing analysis to optimize call center service levels. Utilizing workforce management software to manage staffing and analyze call center metrics.

Posted 6/26/2026full-timeManila • 🇵🇭 PhilippinesSeniorWebsite

About the role

Key responsibilities & impact

Uses workforce management software and call volume history to help manage intra-day staffing levels.
Ensures that call center resources are scheduled and utilized to provide optimum service levels in all skill groups.
Identifies and coordinates training needs for the training strategies to meet the call arrival patterns.
Publishes schedules from the finalized shift bids and ensures all agents have correct number of hours and rest days.
Creates monthly shift bids and distributes to Operations.

Requirements

What you’ll need

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.
Experience working with different Scheduling software (Eg. Verint, eWFM, IEX, Genesys)

Benefits

Comp & perks

Paid time off
Flexibility in work arrangements
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

workforce managementschedulingtraining coordinationcall volume analysis

Soft Skills

resource managementorganizational skills