Senior WFM Lead — Scheduler & Real-Time Optimizer

Booth & Partners

Taguig

On-site

PHP 900,000 - 1,800,000

Full time

4 days ago

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Job summary

Booth & Partners in Taguig, Philippines, is seeking an experienced Workforce Management Lead to optimize staffing across channels. You will translate demand forecasts into actionable schedules and oversee real-time analysts to keep service levels aligned with forecasts.

The role requires 5–7 years in WFM, a Bachelor's in business or statistics, and hands-on experience with NICE, Verint, or Genesys. Flexibility to work rotating shifts and lead cross-functional teams to deliver data-driven

Qualifications

Bachelor's degree in business, statistics, or related field.
5–7 years of workforce management experience, preferably in the BPO or manufacturing field.
Proven leadership of real-time analysts, schedulers, or workforce coordinators.
Experience with WFM platforms (NICE, Verint, Genesys) is advantageous.
Willingness to work flexible or rotating shifts, including nights and weekends.

Responsibilities

Translate demand forecasts into optimized staffing models and schedules.
Oversee real-time analysts, monitor queues and KPIs, and adjust staffing as needed.
Enforce scheduling governance and adherence, ensuring audit-ready practices.
Develop executive-ready reports and dashboards with business insights.
Ensure data integrity and collaborate across teams on reporting needs.