White Visaya KPO Logo

Careers & Job Opportunities

Workforce Scheduler

Duties and Responsibilities:

  • Manages day-to-day forecasting and scheduling for assigned accounts
  • Establish baseline for forecast vs actual stats
  • Manages stats history for comparison and planning
  • Provides clear communication of the forecasted workload and required headcount to upper management
  • Appropriately forecast and account for growth on a daily, weekly, monthly, seasonal and yearly basis (including holidays) Responsible for updating the stats in the WFM tool
  • Gathers data to understand the key drivers of volume and incorporate it into forecasting and planning
  • Coordinate with analysts to calibrate data and recommendations to senior management
  • Leads in building staffing strategies that support, multi-skilled, multi-site agents


  • At least 6 months experience as a scheduler/planner in a BPO
  • Knowledge in data translation
  • Familiarity with workforce tools
  • Client-facing experience
  • Expertise in basic BPO SLAs
  • Attention to detail
  • Can work independently
  • Ability to logically structure analytical framework to solve practical problems or design new processes
  • Exposure to sales environment in a call center with aggressive service level goals
  • Familiarity with telephony systems and call center technology and vocabulary
  • Must be willing to work onsite in Ortigas

Related Articles

Benefits of Outsourced Customer Success for Business Growth
June 18, 2024
Discover how outsourced customer success can elevate your service, boost loyalty, and fuel
The Cost of Outsourcing Accounting Services
June 14, 2024
Discover the cost of outsourcing accounting services, including analysis on expenses and benefits,
Mastering Customer Journey Orchestration: A Guide for Success
June 11, 2024
This guide reveals the roadmap to navigate customer interactions smoothly. Learn to orchestrate

Ready to Elevate Your Business?

Join Our Dynamic Team

Contact Center