WFM Business Partner
Core
Strategic and operational leadership of Workforce Management for a portfolio of client programs, aligning business goals with WFM solutions.
Role type
Senior IC WFM Business Partner
Builds
Workforce Management strategies, forecasts, and schedules for client programs
Domain
BPO / Workforce Management
Required skills
Workforce Management strategy, stakeholder management, KPI analysis, financial result management, SLA management, cross-functional coordination, governance, process optimization
Preferred skills
Forecasting, Planning, Scheduling, Intraday Management
Technologies
WFM tools, forecasting software, scheduling systems
Responsibilities
Translate client needs and contractual agreements into effective WFM strategies; Act as a strategic sparring partner for Operations, Account Directors, and clients; Own end-to-end responsibility for achieving SLAs and operational targets; Analyze KPIs, performance metrics, and trends to drive improvement initiatives; Drive financial results including revenue, occupancy, and gross margin; Coordinate collaboration between Forecasting, Planning, Scheduling, and Intraday Management; Serve as escalation point for complex WFM issues; Lead governance meetings and balance service, cost, and capacity; Initiate improvement projects for efficiency and forecast accuracy; Ensure quality of all WFM deliverables.