WFM Lead Vendor Operations
WFM Lead Vendor Operations
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Salary Not Disclosed
1 Vacancy
Job Description
Job Summary:
We seek a highly analytical and strategic Workforce Management (WFM) Manager to oversee capacity planning staffing scheduling and SLA compliance for our vendor and inhouse operations. This role is pivotal in ensuring our service levels are met especially in managing highvolume variable workflows like photo uploads case processing and errorchecking tasks.
Qualifications :
Requirements:
MustHave:
5 years of experience in Workforce Management Capacity Planning or Operations Planning
Handson experience in Excel/Google Sheets modeling scheduling tools and forecast methodologies
Strong understanding of productivity metrics AHT SLA occupancy shrinkage concurrency and backend work.
Excellent communication and stakeholder management skills
Success Metrics:
SLA Compliance Rate
Forecast Accuracy
Headcount Efficiency (FTE optimization)
Vendor performance improvements
Cost to Onboard
NicetoHave:
Experience in photo verification content moderation or similar repetitive volumebased operations.
Familiarity with BPO governance and vendor management
Knowledge of WFM tools or someone who can manually create depletion plan manual schedule based on forecast and capacity plan.
SQL or data visualization skills (e.g. Tableau Power BI) are a plus
Key Responsibility
Workforce Planning & Forecasting
Analyze historical data and trends to forecast volume average handle times and required headcount across processes (e.g. photo uploads menu processing vendor activation with variable volumes).
Build dynamic capacity models across multiple vendor partners or geographies for shortterm and longterm staffing needs.
Manage workload distribution across days shifts and agents based on volume and SLA priorities.
Scheduling & Optimization
Develop daily/weekly schedules aligned with SLA and productivity targets.
Ensure appropriate shift coverage while managing agent availability shrinkage and absenteeism.
Monitor realtime occupancy and adjust staffing plans as needed.
Performance & SLA Management
Define and track KPIs such as:
SLA adherence (e.g. 1day photo processing)
Photo/case throughput per agent or productivity
Forecast Sales Accuracy
Cost To Onboard
Collaborate with operations and vendor partners to ensure continuous performance improvements.
Conduct rootcause analysis when SLA breaches occur and implement corrective actions.
Vendor Engagement & Governance
Partner with external BPO vendors to manage workforce allocations share forecasts and align on capacity planning.
Conduct regular vendor performance reviews sales forecast and capacity planning.
Support onboarding of new vendor sites or capabilities.
Tooling & Reporting
Develop automated dashboards and forecasting tools in Excel Google Sheets or BI platforms.
Work with tech/product teams to streamline WFM reporting processes and operational data flow.
- Leverage AI/ML tools where possible to assist in planning or process optimization.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
