WFM Operations Partner Lead
Core
Acts as a business partner and discipline guardian between Workforce Management and Operations, ensuring WFM principles are applied in operational decision-making to protect service, cost, and scalability.
Role type
Senior Workforce Management Operations Partner Lead
Builds
Operational decision-making frameworks and data-driven execution plans for a global money transfer network
Domain
Financial Services / Contact Center Operations
Deliverable
product features
Required skills
WFM/Ops experience in high-volume environments, Financial Services knowledge (KYC/FinCrime), Analytical reasoning, Strategic assertiveness, Change management, Schedule optimization
Preferred skills
Mentorship capability, Stakeholder management with Heads of Departments, Forward-looking risk identification
Technologies
WFM tools (implied)
Responsibilities
Translate WFM insights into operational trade-offs, Challenge decisions undermining workforce plans, Mentor Intraday and Scheduling Specialists, Drive adoption of new playbooks across operational units
Seniority
Senior, hands-on IC with mentorship duties