Sr. Workforce Management Lead (Scheduler)

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.

Education: Bachelors 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.