Workforce Management (WFM) Scheduler | Hybrid | Makati | Mid Shift | Day 1 HMO

Build the Schedules That Power Global Operations

You will align staffing with demand, optimize service levels, and support operational efficiency across global teams and partners.

You'll be part of a global workforce management environment, building a long-term global career with Emapta while enjoying a top 1% experience designed for top 1% talent.

Job Overview

Work setup: Hybrid Makati

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Hybrid work arrangement
• Prime office location in Makati (Easy access to MRT stations, restaurants, and banks)
• 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
• 1 to 3 years of workforce management and/or back-office operations management in a diverse support environment
• 1 to 3 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

• Microsoft Excel

• Communication

• Develop and allocate schedule requirements across multiple sites, languages, and partners
• Utilize WFM tools and Generative AI to run simulations and model creative scheduling scenarios, identifying opportunities to optimize operational metrics and enhance service levels across our vendor network
• Measure and incorporate critical factors such as schedule shrinkage and staffing inflexibility into staffing plans
• Leverage Generative AI to automate performance reporting, generate actionable insights, and create executive summaries that explain key trends and performance variances to leadership
• Partner with our 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
• Help apply Generative AI tools for schedule simulations, forecasting support, and automated insights to make planning more accurate and efficient across the vendor network
• Work with internal and BPO partners to ensure operations run efficiently while building a strong foundation for resource planning that delivers short wait times and supports operational excellence

Powering Global Customer Experience Through Smart Technology

Joining their team means working in a forward-thinking environment focused on efficiency, innovation, and global collaboration.

Welcome to Emapta Philippines!

We empower your success with opportunities for personal and professional development in an inclusive environment. Apply now and be part of the #EmaptaEra!