Workforce Management Operations Partner Lead

Were looking for a Workforce Management Operations Partner Lead to join our Operational team in our Hyderabad office!

The WFM Operations Partner Lead is the primary interface between Workforce Management and Operations responsible for ensuring that WFM disciplines are consistently understood adopted and applied in operational decision-making.

This role does not execute tactical WFM activities such as intraday moves schedule creation or capacity modelling. Instead it acts as a business partner and discipline guardian translating WFM insights into clear operational trade-offs and constructively challenging decisions that undermine workforce plans.

Your Mission

• Your mission is to shift Operations from reactive short-term workforce decisions toward planned data-driven execution ensuring intraday scheduling and capacity principles are applied consistently to protect service cost and scalability outcomes.

• This role is not accountable for forecast accuracy schedule creation or intraday execution which remain the responsibility of WFM execution teams.

• In addition the WFM Operations Partner serves as a mentor and capability multiplier for Intraday and Scheduling Specialists supporting their professional development and decision quality through guidance coaching and feedback while maintaining a dotted-line connection rather than direct people management accountability.

Qualifications :

• 24 Years WFM/Ops Experience: Proven track record in high-volume scaled environments (Contact Centers or Shared Services).

• Financial Services Knowledge: Specific understanding of KYC FinCrime or regulated operational environments.

• The Translator Ability: Capable of turning complex WFM jargon (Erlang Shrinkage Occupancy) into clear actionable business advice.

• Strategic Assertiveness: The backbone to constructively challenge senior leaders and say no when decisions undermine WFM plans

• Analytical Reasoning: Ability to interpret data trends and identify leading vs. lagging indicators rather than just reading metrics.

• Stakeholder Management: Experience acting as a partner rather than just a reporting function; comfortable operating with Heads of Departments.

• Forward-Looking Mindset: A bias toward proactive risk identification and prevention rather than reactive firefighting.

• Change Management: Experience driving the adoption of new playbooks or frameworks across different operational units.

• Strong stakeholder management.

• Welcome challenges with a positive attitude.

• Easily adapt to changes.

• Extremely guided towards teamwork/collaboration.

• Flexible to work weekends/Public Holidays

• Schedule optimization experience / knowledge on how is it done

Additional Information :

For everyone everywhere. Were people building money without borders  without judgement or prejudice too. We believe teams are strongest when they are diverse equitable and inclusive.

Were proud to have a truly international team and we celebrate our differences.
Inclusive teams help us live our values and make sure every Wiser feels respected empowered to contribute towards our mission and able to progress in their careers.

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Remote Work :

No

Employment Type :

Full-time