Workforce Management (WFM) Scheduler | Hybrid | Makati | Mid | Project-Based
Design schedules that power global customer support operations.
As a Workforce Management (WFM) Scheduler, you will design and optimize labor requirements and schedules across a global customer support network, ensuring staffing aligns with demand across multiple channels, time zones, and partner sites.
Join a global workforce management team where your scheduling, planning, and data analysis skills help optimize staffing across multiple sites, languages, and support channels. Through Emapta, this opportunity offers a long-term global career path in a high-performance environment designed to provide a top-tier professional experience for high-performing talent working with international teams and large-scale operations.
Job Overview
Employment type: Project-basedShift: Mid Shift, 9:00 AM - 6:00 PM UK Time (Schedule may change based on business needs), Weekends Off
Work setup: Hybrid, Makati (Reporting in the Client's Makati Office 2x a week)
Exciting Perks Await!- Competitive Salary Package
- Hybrid work arrangement
- Prime office location (Easy access to MRT stations, restaurants, and banks)
- HMO coverage with free dependent upon regularization
- Mid shift schedule
- Fixed weekends off
- Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
- Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/)
- Free 24/7 access to our office gyms (Ortigas and Makati)
- Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
- Unlimited opportunities for employee referral incentives across the organization
- Standard government and Emapta benefits
- Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
- Fun engagement activities for employees
- Mentorship and exposure to global leaders and teams
- Career growth opportunities
- Diverse and supportive work environment
- BA/BS degree or equivalent work experience
- 2 to 3 years of workforce management and/or back-office operations management in a diverse support environment
- 2+ years of experience developing schedules and other resource planning outputs in a workforce management platform
- Experience with or exposure to Generative AI (LLMs) for data analysis, forecasting, or process automation is highly desirable
- Familiarity with prompt writing or prompt engineering to generate reports, summaries, and analytical insights from data is a strong plus
- Experience gathering, normalizing, and interpreting data to produce insights
- Problem-solving and analytical skills
- Ability to communicate at various levels within the organization
- Demonstrated ability to multitask and re-prioritize accordingly
- Experience in contact centers and gig-economy model
- Excel
- Scheduling & Optimisation: Develop and allocate schedule requirements across multiple sites, languages, and partners. Utilize WFM tools and Generative AI to run simulations and model scheduling scenarios to optimize operational metrics and enhance service levels.
- Data-Driven Analysis & Reporting: Measure and incorporate factors such as schedule shrinkage and staffing inflexibility into staffing plans. Use Generative AI to automate reporting, generate insights, and create executive summaries explaining trends and performance variances.
- Vendor Partnership & Process Innovation: Partner with BPO vendors to align staffing plans and agent schedules with demand forecasts, contractual requirements, and local labor laws. Collaborate with vendor and internal teams to streamline staffing and reporting processes and apply AI tools for scheduling simulations and forecasting support.
- Work with internal and BPO partners to ensure operational efficiency while building a resource planning foundation that supports short wait times and operational excellence.
Transforming Customer Experience Through Technology and Global Talent
Our client is a global technology and customer experience company that helps organizations build and manage high-performing customer support operations across multiple countries and languages. The company focuses on combining technology, workforce planning, and global talent networks to deliver efficient and scalable customer support solutions.Joining their team means being part of an innovative organization that uses data, automation, and modern workforce planning strategies to improve customer experience and operational performance for global companies.
Welcome to Emapta Philippines!
Join a team that values camaraderie, excellence, and growth. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and a finalist in 2026 Inspiring Workplaces Awards Asia, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities.Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact.
We empower your success with opportunities for personal and professional development in an inclusive environment.
Apply now and be part of the #EmaptaEra!