Workforce Management Scheduler

About the role

The Workforce Scheduler is responsible for maintaining hiring plans, developing rolling forecasts, generating weekly schedules and rosters, and providing staffing guidance to meet client metrics while balancing internal productivity goals.

Key responsibilities

• Collect and normalize historical call‑center data (call volume, AHT, service level, shrinkage) for trend analysis.
• Standardize trending methods and customize forecasting formulas per program (e.g., 4‑week, 3‑month windows).
• Predict baseline volume, AHT and shrinkage for a 13‑month rolling period and review forecasts with operations monthly.
• Participate in hiring‑plan meetings to discuss headcount, attrition rates, training impacts and learning‑curve effects.
• Document assumptions, concerns and issues from meetings and ensure forecast data feeds into hiring plans.
• Provide vacation/PTO allocations and input to budget planning.

Required profile

• Bachelor’s/Associate degree or equivalent experience.
• At least 1 year of forecasting and resource‑planning experience in a call‑center environment.
• Minimum 1 year of intraday management experience.
• Willingness to work permanent graveyard shift in Pasig and travel occasionally.
• Strong analytical, reporting and organizational abilities; ability to work independently under pressure.

Required skills

• Advanced knowledge of Microsoft Excel and other MS Office tools.
• Experience with workforce‑management tools such as IEX.
• Experience with CMS scheduling systems.