WFM Operations Partner Senior Lead
Core
Lead the WFM Operations Partner function to embed workforce management disciplines into operational decision-making, ensuring consistent application of intraday, scheduling, and capacity principles.
Role type
Senior IC Workforce Management Operations Partner Lead
Builds
Operational decision quality and scalable workforce execution for a global money transfer platform
Domain
Financial Services / Contact Center Operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Workforce Management strategy, People management, Stakeholder management, Data interpretation, Change management, Strategic assertiveness, Financial services knowledge, Metric interpretation, Coaching, Risk identification
Preferred skills
WFM software proficiency, SQL, Data visualization
Technologies
Calabrio, NICE, Verint, Looker
Responsibilities
Manage and develop Ops Partner Leads, set standards for decision quality, act as senior WFM representative to Operations Heads, handle escalations impacting service/cost, ensure adherence to WFM frameworks
Seniority
Senior, hands-on IC with people management