Sr Workforce Management Lead Scheduler

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

Job Description:

Skills & qualifications

Corecompetencies

• 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.

Scheduling support

• 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.

Business insights & 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: Bachelorsdegree 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.