Senior WFM Scheduler Lead: Real-Time Analytics

Booth; Taguig; On-site; PHP 800,000 - 1,000,000; Full time

Job summary

Booth is seeking an experienced Workforce Management professional to optimize staffing and scheduling across channels. The role focuses on translating demand forecasts into efficient schedules, overseeing real-time operations, and maintaining data integrity to support leadership decisions.

You will forecast, analyze, and report on staffing trends, while collaborating with cross-functional teams to align workforce plans with business goals. Flexibility to support rotating shifts may be required.

Qualifications

• Problem solving to identify root causes and implement lasting solutions.
• Attention to detail to manage multiple priorities independently while maintaining data accuracy.
• Communication and stakeholder management to translate data into clear strategies and align plans across teams.

Responsibilities

• Capacity planning and scheduling: translate demand forecasts into optimized staffing models and schedules.
• Real-time and intraday management: oversee RTAs in tracking queues, agent states, and KPIs; implement tactical interventions.
• Scheduling governance and adherence: enforce SOPs for schedule changes and ensure audit-ready practices.
• Forecasting and analytics: apply historical data to labor forecasting using SQL, Excel, BI tools, and WFM platforms; automate reports.
• Executive reporting and insights: create reports and dashboards to evaluate staffing, attendance, and productivity trends.
• Data integrity and collaboration: ensure accuracy of workforce data and partner with teams to deliver actionable insights.

Skills

Problem solving

Attention to detail

Communication

Stakeholder management

Education

Bachelor's degree in business or statistics

Job description

Booth is seeking an experienced Workforce Management professional to optimize staffing and scheduling across channels. The role focuses on translating demand forecasts into efficient schedules, overseeing real-time operations, and maintaining data integrity to support leadership decisions.

You will forecast, analyze, and report on staffing trends, while collaborating with cross-functional teams to align workforce plans with business goals. Flexibility to support rotating shifts may be required.