Sr. Workforce Management Lead (Scheduler)

Skills & qualifications

Core competencies

• Problem-solving: Identify root causes and implement effective, lasting solutions.
• Attention to detail: Manage multiple priorities independently while maintaining data accuracy.
• Communication & stakeholder management: Translate complex data into clear, actionable strategies; deliver concise, executive-level presentations and align workforce plans with business goals across teams.

Scheduling support

• Capacity planning & scheduling: Translate demand forecasts into optimized, SLA-compliant staffing models and schedules; manage shift bids, volunteer time off, and coverage alignment across channels.
• Real-time & intraday management: Oversee the Real-Time Analysts (RTAs) in tracking queues, agent states, and intraday KPIs (AHT, service level, shrinkage, adherence, occupancy); direct tactical interventions — break reallocation, overtime, skill reassignment, shift adjustments — so real-time execution stays aligned with forecasted demand.
• Scheduling governance & adherence: Enforce SOPs for schedule changes, shift swaps, and adherence; monitor compliance and intervene on deviations to keep scheduling practices fair, consistent, and audit-ready.

Business insights & reporting

• Forecasting & analytics: Apply historical data and trends to labor forecasting, drawing on strong knowledge of forecasting methodologies, SQL, Excel (pivot tables, advanced functions, add-ons), BI tools, and WFM platforms (NICE, Verint, Genesys, Tymeshift); automate recurring reporting processes.
• Executive reporting & insights: Own creation of executive-ready reports and dashboards; evaluate staffing, attendance, and productivity trends to deliver clear, data-driven recommendations for leadership.
• Data integrity & collaboration: Ensure accuracy, consistency, and reliability of workforce data across every output; partner cross-functionally with teams to understand reporting needs and deliver insights that inform business decisions.

Strategic alignment

• Partner with the Workforce Manager to connect forecasting, scheduling, and reporting into one unified cycle, enabling proactive workforce management and scalable operational clarity.

Requirements

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

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

Leadership: Proven experience leading or mentoring real-time analysts, schedulers, or workforce coordinators.

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

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