Sr. Workforce Management Lead (Scheduler)

Booth & Partners; Taguig; On-site; PHP 900,000 - 1,800,000; Full time

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.

Skills

Problem solving

Attention to detail

Communication

Forecasting

SQL

Excel

BI tools

Workforce management

Education

Bachelor's degree in business, statistics, or related field

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.