Workforce Management Scheduler

Manila, Philippines

 

About us

At Auctane, we are united by a passion to help businesses deliver — whatever their size, wherever they are, and however they operate. We make it possible for businesses to meet the ever-changing requirements of their industry and customer expectations. Auctane products enable hundreds of thousands of businesses to annually mail and ship billions of items — over $200 billion worth — to recipients around the globe.

The Auctane family of mailing and shipping software products includes ShipStation, Stamps.com, ShipStation API, Metapack, GlobalPost, and Packlink. Our partners include Amazon, UPS, USPS, eBay, BigCommerce, Shopify, WooCommerce, and Walmart.

Our values

Win as One. Delight Customers. Deliver Great Outcomes. 

About the role

We’re looking for a Workforce Management Analyst – Reporting & Insights or Scheduler to join Auctane’s Customer Support organization. In this role, you’ll be responsible for tracking, analyzing, and reporting on all key aspects of Workforce Management—from staffing and adherence to capacity and performance. You’ll transform raw data into actionable insights that help guide day-to-day operations and long-term support strategy.

 

Location: Manila, Philippines (hybrid)

Working Hours: 8am to 5pm CT

Training: ~3 weeks

About the team

The Workforce Management team is responsible for optimizing staffing, forecasting support volume, and ensuring service levels are consistently met across all support channels. We act as the nerve center of operational planning and performance—proactively identifying trends, addressing real-time issues, and partnering with operations leaders to drive smart decisions.

What will you be doing?

  • Build and maintain dashboards and reports that track key WFM metrics such as staffing, adherence, shrinkage, service level, and utilization
  • Analyze real-time and historical performance to identify patterns, gaps, and opportunities
  • Provide daily, weekly, and monthly reports to support operations, vendor performance, and strategic planning
  • Partner with WFM, BI, and operations teams to continuously refine metrics and streamline reporting processes
  • Translate complex data into clear, actionable insights and visualizations
  • Contribute to the development of forecasting and capacity planning models using data-driven inputs
  • Own WFM data integrity and documentation across internal systems and tools

What are we looking for?

  • 2+ years in workforce management, reporting, or support operations analytics
  • 2+ years experience with data analytics
  • Proficiency in Google Sheets or Excel (pivot tables, complex formulas, automation)
  • Experience with workforce tools (Assembled, Playvox, NICE, etc.)
  • Familiarity with data visualization platforms like Looker or Tableau
  • Strong attention to detail and comfort working with large datasets
  • Excellent written and verbal communication skills—able to tell a story with data
  • Ability to manage multiple stakeholders and prioritize competing requests
  • Comfortable working independently and as part of a distributed team
  • Must be available to work 8 AM to 5 PM CST

What will make you stand out?

  • Experience building and automating reporting for WFM or support organizations
  • Working knowledge of SQL and data pipelines
  • Ability to identify inefficiencies in processes and offer scalable, data-informed solutions
  • Experience supporting multi-channel support environments (voice, chat, email)
  • Familiarity with performance reporting

The Tech

We leverage the following tools to power our operations:

Google Suite & Confluence for communication and documentationSlack for cross-functional collaboration

  • Zendesk Workforce Management for scheduling, forecasting, and real-time management
  • Zendesk and Zoom Phone for support interactions
  • Looker & Zendesk Explore for reporting and analysis

Confluence for documentationZapier for automation

What do we offer?

🌿 1. Health & Well-being
Auctane prioritizes the health and well-being of our employees and their families.

🩺 HMO Medical Insurance:

  • Tiered Maximum Benefit Limit (MBL) based on job level.
  • Comprehensive coverage for the employee and up to two (2) dependents.

🦷 Dental Insurance:

  • Coverage for essential dental care services.

🧠 Mental Health & Employee Assistance Program (EAP):

  • Access to confidential counseling and support services for mental health and personal challenges.

🏃 Wellness Program:

  • Initiatives and resources designed to promote physical and mental well-being.

2. Financial Security & Compensation Enhancements
We offer benefits aimed at providing financial stability and enhancing your overall compensation.

❤️ Life Insurance:

  • Financial protection for your loved ones.

⚠️ Accidental Death and Dismemberment (AD&D) Insurance:

  • Additional financial protection in the event of accidental death or dismemberment.

🍽️ Meal and Clothing Allowance:

  • Up to 3,000 PHP per month for meal and clothing expenses.

🎯 Bonuses and Supplemental Income:

  • Opportunity to earn extra wages through company contests and incentives.

3. Time Off & Work-Life Balance
Auctane recognizes the importance of rest and personal time for a healthy work-life balance.

🌴 Paid Vacation Days:

  • 15 paid vacation days per year, with additional days increasing with tenure.

🤒 Paid Sick Days:

  • 15 paid sick days per year.

🎉 Paid Holidays:

  • Observation of statutory national and local holidays.

💐 Bereavement Leave:

  • Supportive leave in times of personal loss.

4. Professional Development & Recognition
We invest in your continuous growth and acknowledge your contributions to Auctane's success.

📚 Education Benefits:

  • Support for continuous learning and professional development.

🤝 Referral Program:

  • Incentives for recommending great talent to join the team.

 

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