Workforce Strategic Partner

About the role

The Workforce Strategic Partner leads a team of Workforce Management (WFM) professionals responsible for end‑to‑end workforce planning, real‑time adherence and scheduling across multiple call queues. This role ensures optimal coverage, balances service levels with cost efficiency, and collaborates with site and department leaders to develop contingency plans during peak demand.

Key responsibilities

• Manage day‑to‑day operations of the real‑time adherence team, maintaining service levels while minimizing overtime.
• Create and enforce policies and procedures to standardize WFM functions.
• Co‑lead forecasting, scheduling and load‑balancing for call activities, optimizing service and quality.
• Develop, communicate and maintain site work schedules for all transaction‑based work.
• Analyze call‑volume patterns to adjust shifts, lunches and breaks.
• Generate intra‑daily, daily, weekly, monthly and annual forecasts; compare actuals to forecasts and recommend improvements.
• Collaborate with supervisors to track planned and unplanned absences.
• Identify call‑volume trends, establish communication channels for events impacting volumes, and advise operations managers on resource balancing.
• Partner with site directors and other leaders to identify business opportunities such as queue consolidation or schedule changes.
• Produce real‑time, historic and custom reports for monitoring, scheduling and forecasting.

Required profile

• Extensive experience in workforce planning, scheduling and intraday management within a call‑center environment.
• Proven ability to lead a WFM team and drive process ownership with creativity and autonomy.
• Strong analytical judgment to interpret forecasts, call‑volume trends and staffing requirements.
• Excellent collaboration skills to work with site directors, operations managers and supervisors.

Required skills