About this role

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.

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.

Sr. Workforce Management Lead (Scheduler)