Tower Lead WFM

WFM Service Leadership: Own end-to-end Workforce Management delivery across demand forecasting, capacity planning, staffing, roster and schedule design, intraday or real-time management, performance reporting and workforce optimization. • Forecasting and Capacity Planning: Develop short-, medium- and long-range workload forecasts using historical demand, business drivers, seasonality, handle time and productivity assumptions. Translate forecasts into capacity, hiring, training, and cross-skilling plans. • Scheduling and Roster Governance: Lead schedule creation, shift planning, break and leave optimization, shift bidding, roster publication and schedule change governance while balancing employee considerations, operational coverage and applicable policies. • Real-Time Management: Establish intraday monitoring of volumes, service levels, backlog, attendance, schedule adherence and staffing gaps. Drive timely interventions, reallocation, overtime or voluntary time-off recommendations and escalation management. • Performance and Business Insights: Provide actionable reporting on forecast accuracy, staffing variance, occupancy, utilization, shrinkage, schedule efficiency, adherence and service-level performance. Convert insights into decisions and improvement actions. • Transition and Stabilization: Partner with transition, solution, technology and client teams to validate workload drivers, baseline assumptions, operating calendars, workforce rules, data feeds, reporting requirements, SOPs and readiness for go live. • People Leadership: Lead and develop WFM managers, forecasters, schedulers, real-time analysts and reporting specialists. Build skill matrices, role clarity, cross-training, succession plans and a culture of analytical discipline and business partnership. • Client and Stakeholder Management: Act as the primary WFM contact for client operations, HR, Talent Acquisition, Finance, Training, Technology and delivery leadership. Manage governance, escalations, assumptions, trade-off decisions and action closure. • Controls and Transformation: Maintain documented assumptions, approval controls, change logs, access governance and audit evidence. Drive standardization, automation, predictive analytics, scenario modeling, self-service reporting and continuous improvement. 

Role

Manager

Qualifications

BACHELOR OF ARTS