Call Center Workforce Scheduler (Chat & Email)

MetroServe Contact Group is hiring a Workforce Scheduler to support our non-voice chat and email lines. The role manages forecasts for call center traffic, builds schedules for night shift programs, and ensures staffing coverage for priority queues.

Responsibilities

• Generate interval-level forecasts for chat and email volume
• Create agent schedules and track intraday adherence
• Coordinate with team leads on PTO, OT, and shift swaps
• Maintain workforce planning dashboards and executive summaries

Qualifications

• 2+ years in a call center workforce or scheduling function
• Familiar with non-voice contact center metrics and Erlang formulas
• Advanced Excel or Google Sheets skills; WFM tool experience a plus
• Willing to work onsite in Ortigas on rotating night shifts