As a WFM Business Partner you align workforce management strategies with overall business objectives. You serve as an advisor and liaison between the workforce management function supporting a medium sized account or a group of small accounts and other business units or clients.
Job Responsibilities:
- Oversee a medium size account or a group of small accounts, acting as a primary point of contact for internal stakeholders or external clients
- Work closely with clients or internal stakeholders to understand business needs and ensure that the workforce management approach meets and exceeds their expectations for delivery and quality
- Ensure proper resource allocation and cost management across the designated accounts
- Optimize WFM performance for the designated accounts by continuously addressing opportunities, enhancing processes, and mentoring the team on processes and technical skills
- Resolve process bottlenecks and remove obstacles in collaboration with other WFM or other functional teams
- Provide functional leadership to Resource Planners, Schedulers and Real Time Analysts
Requirements:
- Educational Attainment: Bachelor's degree in business, management, or a related field (or equivalent experience); advanced degrees preferred
- Minimum of 2 years relevant experience
- Thomas PPA (Behavioral): Match is scored from 1 to 5 stars. A minimum of 3 stars is generally considered acceptable. Operations defines the exact fit % threshold for each role.
- Thomas GIA (Cognitive): Scores compared against ideal percentile ranges for the role. Gaps are reviewed to determine if they are critical or trainable.
- In-depth knowledge of WFM processes and best practices
- Ability to lead others to solve complex problems, using sophisticated analytical thought to exercise judgment and identify innovative solutions
- Strong stakeholder/ client management skills
- Knowledge of resource/ budget creations and execution
