WFM Lead, Vendor Operations

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 in-house operations. This role is pivotal in ensuring our service levels are met, especially in managing high-volume, variable workflows like photo uploads, case processing, and error-checking tasks.

Qualifications

Requirements : Must-Have :

5+ years of experience in Workforce Management, Capacity Planning, or Operations Planning

Hands-on experience in Excel / Google Sheets modeling, scheduling tools, and forecast methodologies

Strong understanding of productivity metrics, AHT, SLA, occupancy, shrinkage, concurrency and back-end work.

Excellent communication and stakeholder management skills

Success Metrics : SLA Compliance Rate

Forecast Accuracy

Headcount Efficiency (FTE optimization)

Vendor performance improvements

Cost to Onboard

Nice-to-Have :

Experience in photo verification, content moderation, or similar repetitive volume-based 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 (, 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 (, photo uploads, menu processing, vendor activation with variable volumes).

Build dynamic capacity models across multiple vendor partners or geographies for short-term and long-term 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 real-time occupancy and adjust staffing plans as needed.

Performance & SLA Management

Define and track KPIs such as :

SLA adherence (, 1-day 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 root-cause 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.