Workforce Management Scheduler at Global Payments

This role is designed for an experienced WFM professional with at least 2 years of specialized experience in scheduling and resource planning within a BPO or contact center environment. The ideal candidate is a data-driven problem solver who excels at balancing complex staffing requirements with employee needs, ensuring that service levels are met through optimized shift management and accurate intraday forecasting. You will be joining a global leader in payment technology, taking ownership of the end-to-end scheduling process. This involves high-level utilization of industry-standard WFM software and sophisticated Excel modeling. While the role is based on-site in Quezon City, it offers the opportunity to influence critical operational metrics and collaborate with cross-functional teams to drive efficiency in a fast-paced, high-volume setting. **You might be a good fit if you...** * Have 2+ years of experience using WFM tools like Genesys, Verint, NICE IEX, or AWS. * Are an Excel power user capable of performing variance analysis on shrinkage and adherence. * Understand the "why" behind call center metrics like AHT, Occupancy, and Service Levels. * Enjoy the challenge of managing complex rosters and time-off requests without compromising performance.