WFM Operations Partner Lead

Job Description

We’re looking for a Workforce Management Operations Partner Lead to join our Operational team in our São Paulo 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

• 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...