WFM Leader

Job Responsibilities

Lead the end-to-end setup of a Workforce Management function (people, process, tools, governance) to deliver forecasting, capacity planning, scheduling/rostering, real-time management, and WFM analytics for multi-LOB operations.

Define WFM org structure and staffing model across key pillars: Forecasting & Capacity Planning, Scheduling & Rostering, Real-Time Management, Reporting & Analytics, Tools & Automation, LOB Governance.

Create scheduling/rostering engine: shift plans, break optimization, time-off planning, leave/off-phone planning, and roster adherence governance.

Stand up real-time command center practices: intraday monitoring, adherence tracking, exception handling, alerts, and intraday re-forecasting where needed.

Define escalation paths and corrective actions with Ops for service level recovery and risk mitigation.