Workforce Management Scheduler

Global Payment Holding Company

Job Location:

Quezon City - Philippines

Monthly Salary: Not Disclosed

Posted on: 3 days ago

Vacancies: 1 Vacancy

Job Summary

Every day Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit debit prepaid and merchant services. Our worldwide team helps over 3 million companies more than 1300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

Agent Scheduling & Roster Management

Develop and publish optimized shift schedules (daily/weekly/monthly) for all contact center agents based on short-term demand forecasts and staffing requirements provided by the Capacity Planning team.
Manage and process all schedule exceptions including time-off requests training coaching team meetings and other off-phone activities ensuring minimal impact on service levels.
Maintain and audit employee data (e.g. skills availability contractual hours) outside and within the WFM software to ensure accurate scheduling output.
Communicate finalized schedules and any relevant changes to agents and operational leadership in a timely manner.

Short-Term Forecasting & Analysis

Develop intraday and daily volume handle time and staffing forecasts using historical data recent trends and input from operational stakeholders.
Identify and analyze deviations between actual results and the short-term forecast making recommendations to the Forecaster/Capacity Planner for model adjustments.
Provide variance analysis on shrinkage adherence and other key scheduling metrics.

WFM Collaboration

Partner closely with the Real Time Analysts to ensure effective execution of the published schedule and to identify opportunities for intraday optimization (e.g. gap filling overtime management break timing).
Work with the long-term Forecaster/Capacity Planner to align the short-term forecast and scheduling outputs with strategic capacity plans and hiring targets.
Support operations leadership with ad-hoc reporting and analysis related to schedule efficiency and agent utilization.

System Utilization

Expertly utilize the Workforce Management (WFM) software for all scheduling forecasting and reporting functions.

Required Qualifications:

Proven experience (2 years) as a Scheduler or Resource Planner in a Contact Center/BPO environment.
Advanced proficiency in WFM software (e.g. Genesys Verint AWS Talkdesk NICE Incontact) with demonstrated experience in schedule generation and short-term forecasting modules.
High proficiency in Microsoft Excel for analysis and reporting.
Strong analytical skills with an ability to interpret short-term data (intraday/daily/weekly) and translate it into actionable schedules.
Preferred Skills:
- Excellent attention to detail and ability to manage complex scheduling rules.
- Effective communication skills both written and verbal for coordinating with agents managers and WFM peers.
- A solid understanding of call center metrics (e.g. Service Level AHT Occupancy Adherence Shrinkage).
- Ability to work effectively in a dynamic and fast-paced environment.

Education:

Bachelors degree in Business Finance Mathematics Economics or related quantitative field is preferred.

Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race color religion sex (including pregnancy) national origin ancestry age marital status sexual orientation gender identity or expression disability veteran status genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website please contact .

Agent Scheduling & Roster Management

Develop and publish optimized shift schedules (daily/weekly/monthly) for all contact center agents based on short-term demand forecasts and staffing requirements provided by the Capacity Planning team.
Manage and process all schedule exceptions including time-off requests training coaching team meetings and other off-phone activities ensuring minimal impact on service levels.
Maintain and audit employee data (e.g. skills availability contractual hours) outside and within the WFM software to ensure accurate scheduling output.
Communicate finalized schedules and any relevant changes to agents and operational leadership in a timely manner.

Short-Term Forecasting & Analysis

Develop intraday and daily volume handle time and staffing forecasts using historical data recent trends and input from operational stakeholders.
Identify and analyze deviations between actual results and the short-term forecast making recommendations to the Forecaster/Capacity Planner for model adjustments.
Provide variance analysis on shrinkage adherence and other key scheduling metrics.

WFM Collaboration

Partner closely with the Real Time Analysts to ensure effective execution of the published schedule and to identify opportunities for intraday optimization (e.g. gap filling overtime management break timing).
Work with the long-term Forecaster/Capacity Planner to align the short-term forecast and scheduling outputs with strategic capacity plans and hiring targets.
Support operations leadership with ad-hoc reporting and analysis related to schedule efficiency and agent utilization.

System Utilization

Expertly utilize the Workforce Management (WFM) software for all scheduling forecasting and reporting functions.

Required Qualifications:

Proven experience (2 years) as a Scheduler or Resource Planner in a Contact Center/BPO environment.
Advanced proficiency in WFM software (e.g. Genesys Verint AWS Talkdesk NICE Incontact) with demonstrated experience in schedule generation and short-term forecasting modules.
High proficiency in Microsoft Excel for analysis and reporting.
Strong analytical skills with an ability to interpret short-term data (intraday/daily/weekly) and translate it into actionable schedules.
Preferred Skills:
- Excellent attention to detail and ability to manage complex scheduling rules.
- Effective communication skills both written and verbal for coordinating with agents managers and WFM peers.
- A solid understanding of call center metrics (e.g. Service Level AHT Occupancy Adherence Shrinkage).
- Ability to work effectively in a dynamic and fast-paced environment.