Workforce Scheduler

Job Overview

We are seeking a highly skilled Workforce Management (WFM) Scheduler to support our contact center operations through accurate forecasting, optimized scheduling, and proactive intraday management. This role requires a Verint WFM expert with strong analytical capabilities, advanced Excel skills, and the ability to provide day‑to‑day operational guidance to leaders and frontline teams.

Work Set up: Full-time | Onsite

Shift Schedule: Shifting schedule

Location: San Juan City, Metro Manila

Qualifications

Required

• 2–4+ years of Workforce Management experience in a contact center environment
• Strong proficiency with Verint WFM (scheduling, forecasting, intraday management)
• Demonstrated experience forecasting call volume and staffing requirements
• Solid understanding of service level, occupancy, shrinkage, and other WFM metrics
• Proficiency with multiple CRM or WFM tools (e.g., Five9, NICE, ...