Workforce Management Scheduler

Gratitude Inc

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2 hours ago

Workforce Management Scheduler

1-3 Year(s)

Manila (Pasay City)

Job Description

Key Skills

Data Analysis Microsoft Excel Reporting WFM tools Workforce Management BPO Operations BPO Call center BPO call centre attention to details planning issues, including staffing, scheduling and forecasting systems, and policy and procedure. WFM Scheduling Analyst Stakeholder Coordination Hands-on experience in forecasting, scheduling, capacity planning, and real-time management. Time Management, Productivity & Shift Readiness (24×7)

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JOB TITLE: Workforce Management Scheduler

LOCATION: Alphaland, Makati City or Davao City
WORK SETUP: Work From Office / Onsite
WORK SHIFT: Shifting Schedule
EMPLOYMENT TYPE: Full Time
SALARY: PHP 27,000 Monthly
EXPERIENCE REQUIRED: Minimum 1 Year in WFM Scheduling

ROLE OVERVIEW

We are hiring Workforce Management Schedulers with BPO experience to create and maintain employee schedules based on forecasted workload and staffing requirements.

The successful candidates will manage shift bids, schedule changes, and workforce updates while ensuring adequate staffing coverage and efficient resource allocation.

KEY RESPONSIBILITIES
• Develop and maintain employee schedules based on forecasted demand
• Match staffing levels with operational and service requirements
• Manage shift bids, schedule adjustments, and schedule updates
• Monitor staffing coverage and identify potential scheduling gaps
• Coordinate schedule changes with Operations and other stakeholders
• Support forecasting and capacity planning activities
• Maintain accurate scheduling records within WFM systems
• Analyse workforce data and prepare scheduling reports
• Recommend schedule adjustments that improve coverage and control costs
• Ensure schedules follow established workforce policies and procedures
• Communicate scheduling updates clearly and promptly to affected teams

QUALIFICATIONS
• At least one year of WFM scheduling experience in a BPO or contact centre environment
• Practical experience creating and maintaining employee schedules
• Knowledge of forecasting, staffing, and capacity planning concepts
• Experience managing shift bids and schedule adjustments
• Intermediate to advanced Microsoft Excel skills
• Hands on experience with WFM scheduling tools
• Strong analytical, organisational, and problem solving skills
• Excellent attention to detail and accuracy
• Good communication and stakeholder coordination skills
• Able to work onsite in either Makati City or Davao City
• Willing to follow a shifting schedule

KEY SKILLS
• Workforce Management
• Workforce Scheduling
• Staffing and Coverage Planning
• Shift Bid Management
• Forecasting
• Capacity Planning
• Schedule Adjustments
• Microsoft Excel
• WFM Tools
• Workforce Reporting
• Data Analysis
• BPO and Contact Centre Operations
• Attention to Detail
• Stakeholder Coordination

PRE SCREENING QUESTIONS
1. What is your highest educational attainment, current or most recent role, and total years of WFM scheduling experience in a BPO environment?
2. Briefly describe your experience with employee scheduling, shift bids, staffing coverage, forecasting, capacity planning, and Microsoft Excel.
3. Which WFM scheduling tools have you used?
5. Which location are you applying for, Makati or Davao City, and are you willing to work onsite on a shifting schedule?
6. What are your current or last salary, expected salary, notice period, and earliest available start date?

Role

Customer Service Analyst

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.

Benedicta Ekeh

Recruiter - Gratitude Inc

NA, nigeria

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