Workforce Management Scheduler - #34560

This is an excellent opportunity to leverage your customer support expertise and build your career within a collaborative organization that is expanding its presence in the Philippines.

Company Profile

Our client is a global leader in shipping and logistics technology, providing e-commerce businesses, online sellers, and enterprises with innovative shipping solutions. The company offers a suite of software tools that streamline order fulfillment, optimize shipping rates, and enhance delivery efficiency. Headquartered in the U.S., our client operates internationally, supporting merchants with scalable, data-driven solutions tailored to the evolving demands of global e-commerce.

Our client currently has a remote support team in Manila hired through a BPO / Professional Employer Organization (PEO)/Employer of Record (EOR) company. They are looking to build their own direct badged site in Manila and transition 300+ agents to the new site by early 2026. Expectation is the site will continue to grow over the next few years.

The Workforce Management team is responsible for optimizing staffing, forecasting support volume, and ensuring service levels are consistently met across all support channels. We act as the nerve center of operational planning and performance proactively identifying trends, addressing real-time issues, and partnering with operations leaders to drive smart decisions

The Workforce Management Scheduler will be responsible for tracking, analyzing, and reporting on all key aspects of Workforce Management—from staffing and adherence to capacity and performance. You’ll transform raw data into actionable insights that help guide day-to-day operations and long-term support strategies.

Duties and Responsibilities:

• Build and maintain dashboards and reports that track key WFM metrics such as staffing, adherence, shrinkage, service level, and utilization
• Analyse real-time and historical performance to identify patterns, gaps, and opportunities
• Provide daily, weekly, and monthly reports to support operations, vendor performance, and strategic planning
• Partner with WFM, BI, and operations teams to continuously refine metrics and streamline reporting processes
• Translate complex data into clear, actionable insights and visualizations
• Contribute to the development of forecasting and capacity planning models using data-driven inputs
• Own WFM data integrity and documentation across internal systems and tools.

Qualifications:

• 2+ years of experience in workforce management, reporting, or support operations analytics
• 2+ years of experience with data analytics
• Proficiency in Google Sheets or Excel (pivot tables, complex formulas, automation)
• Experience with workforce tools (Assembled, Playvox, NICE, etc.)
• Familiarity with data visualization platforms like Looker or Tableau
• Strong attention to detail and comfort working with large datasets
• Excellent written and verbal communication skills—able to tell a story with data
• Ability to manage multiple stakeholders and prioritize competing requests
• Comfortable working independently and as part of a distributed team

What will make you stand out?

• Experience building and automating reporting for WFM or support organizations
• Working knowledge of SQL and data pipelines
• Ability to identify inefficiencies in processes and offer scalable, data-informed solutions
• Experience supporting multi-channel support environments (voice, chat, email)
• Familiarity with performance reporting

Job Type: Permanent

Employment Type: Full-time

Schedule: Monday to Friday 8AM – 5PM CST (9PM – 6AM PHT)

Location: Full-onsite (BGC, Taguig)

Industry: Software