Job description
Join VXI Global Solutions as a WFM Scheduler in Quezon City, Philippines. This pivotal role provides the forecasting, capacity planning, and staffing insights needed to ensure top-tier service levels. You will partner with Operations, Workforce Management, and client teams to align resources with forecasted demand and evolving business needs. If you are analytical, collaborative, and thrive in a fast-paced contact center environment, this is your opportunity to impact customer experience while growing your career at a global solutions leader.
As a Workforce Management Scheduler, you will forecast demand, build and maintain schedules, and monitor real-time performance. You will transform data into actionable insights, develop optimization strategies, and contribute to continuous improvements in efficiency and service quality. This role offers a dynamic work environment, competitive compensation, and opportunities for professional development within a global organization.
Location: Quezon City, Metro Manila, Philippines. We encourage proactive problem-solvers who are results-driven, detail-oriented, and customer-focused to apply today.
Responsibility
- Forecast production volumes and create capacity plans to meet service level targets across shifts.
- Develop, maintain, and optimize staffing schedules to ensure optimal coverage during peak and off-peak periods.
- Monitor real-time performance, analyze variances, and adjust schedules to maintain service levels.
- Collaborate with Operations, IT, and client teams to align resources with forecasted demand and business priorities.
- Maintain and enhance scheduling dashboards, reports, and KPI tracking to drive data-driven decisions.
- Identify risks to coverage and implement proactive mitigation strategies to minimize impact on customer experience.
Qualification
- Bachelor's degree in Business Administration, Operations Research, Analytics, or related field (or equivalent practical experience).
- 1-3 years of experience in workforce management, scheduling, or contact center operations.
- Strong analytical skills with the ability to translate data into actionable plans; proficiency with forecasting methods and scheduling optimization.
- Experience with workforce management software or data analysis tools; advanced Excel skills are a plus.
- Excellent communication and stakeholder management; able to collaborate effectively across teams and levels.
- Ability to thrive in a fast-paced, deadline-driven environment with flexibility to adapt to changing priorities.