Sr. Workforce Management Lead (Scheduler)

Core
competencies

•        Problem-solving: Identify root causes and
implement effective, lasting solutions.

•        Attention
to detail: Manage
multiple priorities independently while maintaining data accuracy.

•        Communication
& stakeholder management: Translate complex data into clear, actionable strategies; deliver
concise, executive-level presentations and align workforce plans with business
goals across teams.

Scheduling
support

•        Capacity
planning & scheduling: Translate
demand forecasts into optimized, SLA-compliant staffing models and schedules;
manage shift bids, volunteer time off, and coverage alignment across channels.

•        Real-time
& intraday management: Oversee
the Real-Time Analysts (RTAs) in tracking queues, agent states, and intraday
KPIs (AHT, service level, shrinkage, adherence, occupancy); direct tactical
interventions — break reallocation, overtime, skill reassignment, shift
adjustments — so real-time execution stays aligned with forecasted demand.

•        Scheduling
governance & adherence: Enforce SOPs for schedule changes, shift swaps, and adherence;
monitor compliance and intervene on deviations to keep scheduling practices
fair, consistent, and audit-ready.

Business
insights & reporting

•        Forecasting
& analytics: Apply
historical data and trends to labor forecasting, drawing on strong knowledge of
forecasting methodologies, SQL, Excel (pivot tables, advanced functions,
add-ons), BI tools, and WFM platforms (NICE, Verint, Genesys, Tymeshift);
automate recurring reporting processes.

•        Executive
reporting & insights: Own
creation of executive-ready reports and dashboards; evaluate staffing,
attendance, and productivity trends to deliver clear, data-driven
recommendations for leadership.

•        Data
integrity & collaboration: Ensure accuracy, consistency, and reliability of workforce data
across every output; partner cross-functionally with teams to understand
reporting needs and deliver insights that inform business decisions.

Strategic
alignment

•       Partner
with the Workforce Manager to connect forecasting, scheduling, and reporting
into one unified cycle, enabling proactive workforce management and scalable
operational clarity.

Requirements

Education: Bachelor's
degree in business, Statistics, or a related field.

Experience: Minimum
of 5 to 7 years of experience in workforce management preferably in the BPO,
Captive Shared Services or manufacturing field.

Leadership: Proven
experience leading or mentoring real-time analysts, schedulers, or workforce
coordinators.

Certifications: WFM platform certification (e.g., NICE, Verint, Genesys, or SWPP)
is an advantage.

Work setup: Willingness
to work flexible or rotating shifts, including nights, weekends, and holidays,
aligned to business and client coverage needs.