Senior Manager WFM
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Job Summary
Job Description:
Position Summary
Client-facing WFM leader accountable for forecasting capacity planning scheduling real-time management reporting and workforce governance across complex operations. Partners with Service Delivery Finance HR Talent Acquisition and clients to convert demand forecasts into hiring plans staffing models and scalable workforce strategies. Builds a high-performing data-driven WFM function that improves forecast accuracy schedule effectiveness operational efficiency and client confidence.
Key WFM Skills Summary
- Client-facing insights executive communication escalation management and stakeholder partnership
- Forecasting capacity planning staffing models and headcount strategy
- Schedule optimization real-time management queue monitoring and SLA performance
- WFM reporting forecast accuracy adherence occupancy utilization shrinkage and attrition analytics
- WFM tools dashboard automation governance process standardization and team leadership
Primary Responsibilities
- Lead workforce forecasting capacity planning and headcount strategy
- Serve as escalation point for workforce-related risks issues and client-impacting challenges.
- Develop short- and long-term volume forecasts using trends business inputs and predictive models.
- Translate forecasts into hiring plans staffing models and capacity recommendations.
- Partner with HR and Talent Acquisition on ramp plans site expansions onboarding and workforce readiness.
- Manage planning assumptions for shrinkage attrition leave training absenteeism and ramp productivity.
- Monitor queues staffing adherence and service performance; drive intraday actions as needed.
- Provide scenario modeling and recommendations to support service levels budget and resource optimization.
- Refresh workforce plans using current performance data client demand signals and business inputs.
- Own scheduling real-time management and operational performance
- Optimize schedules to meet SLAs occupancy utilization productivity and client service targets.
- Allocate resources across shifts queues workstreams and locations including 24/7 operations where applicable. WFM reporting tools governance and continuous improvement
- Own WFM reporting for service levels occupancy utilization forecast accuracy adherence attrition shrinkage and productivity.
- Deliver insights that improve efficiency cost management workforce utilization and client outcomes.
- Ensure accurate workforce data across WFM tools dashboards and operational systems.
- Optimize WFM tools automation governance scheduling standards and reporting processes.
Qualifications
- Strong client-facing presence; able to present WFM insights tradeoffs and recommendations.
- Experience leading WFM functions across forecasting capacity planning scheduling real-time management reporting and governance.
- Ability to convert forecasts and operational assumptions into staffing models and capacity plans.
- Skilled in WFM tools scheduling platforms dashboards productivity metrics and performance routines.
- Able to identify workforce risks assess client impact and drive timely mitigation.
- 68 years in WFM operations planning capacity management analytics or client facing delivery leadership.
- Experience with 24/7 operations multi-site planning new site launches ramp plans or regulated service environments.
- Proficient in Excel Power BI Tableau Domo SQL or similar tools for reporting dashboards and workforce insights.
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Required Experience:
Senior Manager
About Company
AML RightSource provides advanced financial crime protection systems, monitoring, compliance tools, and future-proofed cyber security consulting.
