Sr. Workforce Management Lead (Scheduler)

Booth & Partners; Taguig; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Booth & Partners in Taguig, Philippines is seeking a seasoned Workforce Management professional to drive forecasting, capacity planning, and reporting across contact channels.

You will lead real-time analysts, schedulers, and workforce coordinators, partnering with cross-functional teams to align staffing with business goals. The role requires strong analytical skills, SQL/Excel proficiency, and a proactive mindset.

Qualifications

• Bachelor's degree in business, statistics, or related field.
• 5–7 years in workforce management, preferably in BPO, captive, shared services, or manufacturing.
• Experience leading real-time analysts, schedulers, or workforce coordinators.

Responsibilities

• Forecast labor demand using historical data and forecasting methodologies.
• Translate demand forecasts into optimized staffing models and schedules.
• Create executive-ready reports and dashboards to guide leadership decisions.
• Ensure data integrity and collaborate across teams to meet reporting needs.

Skills

Problem solving

Attention to detail

Communication

Stakeholder management

Education

Bachelor's degree

Tools

SQL

Excel

BI tools

NICE

Verint

Genesys

Tymeshift

Job description

Taguig, Philippines | Posted on 09/11/2026

• State/Province National Capital Region (Manila)
• Country Philippines

Job Description

• Problem-solving: Identify root causes andimplement effective, lasting solutions.
• Attentionto detail: Managemultiple priorities independently while maintaining data accuracy.
• Communication& stakeholder management: Translate complex data into clear, actionable strategies; deliverconcise, executive-level presentations and align workforce plans with businessgoals across teams.

Schedulingsupport

• Capacityplanning & scheduling: Translatedemand forecasts into optimized, SLA-compliant staffing models and schedules;manage shift bids, volunteer time off, and coverage alignment across channels.
• Real-time& intraday management: Overseethe Real-Time Analysts (RTAs) in tracking queues, agent states, and intradayKPIs (AHT, service level, shrinkage, adherence, occupancy); direct tacticalinterventions — break reallocation, overtime, skill reassignment, shiftadjustments — so real-time execution stays aligned with forecasted demand.
• Schedulinggovernance & adherence: Enforce SOPs for schedule changes, shift swaps, and adherence;monitor compliance and intervene on deviations to keep scheduling practicesfair, consistent, and audit-ready.

Businessinsights & reporting

• Forecasting& analytics: Applyhistorical data and trends to labor forecasting, drawing on strong knowledge offorecasting methodologies, SQL, Excel (pivot tables, advanced functions,add-ons), BI tools, and WFM platforms (NICE, Verint, Genesys, Tymeshift);automate recurring reporting processes.
• Executivereporting & insights: Owncreation of executive-ready reports and dashboards; evaluate staffing,attendance, and productivity trends to deliver clear, data-drivenrecommendations for leadership.
• Dataintegrity & collaboration: Ensure accuracy, consistency, and reliability of workforce dataacross every output; partner cross-functionally with teams to understandreporting needs and deliver insights that inform business decisions.

Strategicalignment

• Partnerwith the Workforce Manager to connect forecasting, scheduling, and reportinginto one unified cycle, enabling proactive workforce management and scalableoperational clarity.

Requirements

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

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

Leadership: Provenexperience leading or mentoring real-time analysts, schedulers, or workforcecoordinators.

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

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