Sr. Workforce Management Lead (Scheduler)

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.

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.