Description
We are looking for a Workforce Management Operations Partner Senior Lead to join our Operational team in our Tallinn office.
The WFM Operations Partner Senior Lead is accountable for the WFM–Operations partnering model, ensuring Workforce Management disciplines are consistently embedded into operational decision-making across the business.
Your mission is to institutionalise WFM decision-making inside Operations, moving the organisation from reactive firefighting to predictable, data-driven execution at scale.
Key Responsibilities:
- Act as the direct people manager for WFM Operations Partner Leads, with accountability for hiring, onboarding, and role clarity, performance management, and ongoing coaching, feedback, and development.
- Set and reinforce clear expectations for decision quality, stakeholder behaviour, and adherence to WFM principles and frameworks.
- Develop Ops Partner Leads from metric interpretation to structured decision support and confident, evidence-based challenge of Operations leadership.
- Ensure consistent capability, judgement, and behavioural standards across the Ops Partner team through calibration and peer review.
- Act as the senior WFM representative to Operations Heads and senior Ops leaders.
- Own the quality and consistency of workforce decisions taken by Operations.
- Serve as the final escalation point for workforce-related decisions that materially impact service, cost, or workforce sustainability.
Qualifications:
- 4+ Years WFM/Ops Experience in high-volume, scaled environments (Contact Centers or Shared Services).
- Financial Services Knowledge, specifically understanding of KYC, FinCrime, or regulated operational environments.
- The "Translator" Ability: Capable of turning complex WFM jargon into clear, actionable business advice.
- Strategic Assertiveness: The backbone to constructively challenge senior leaders and say "no" when decisions undermine WFM plans.
- Analytical Reasoning: Ability to interpret data trends and identify leading vs. lagging indicators.
- Stakeholder Management: Experience acting as a partner rather than just a reporting function.
- Forward-Looking Mindset: A bias toward proactive risk identification and prevention.
- Change Management: Experience driving the adoption of new playbooks or frameworks across different operational units.
Nice to Have:
- Tool Proficiency: Functional familiarity with WFM software (e.g., Calabrio, NICE, Verint).
- Coaching & Mentorship: Experience in a lead or mentor capacity.
- SQL or Data Viz Skills: Ability to self-serve data using tools like Looker.
What We Offer:
- Salary: 4950 EUR - 7,750 EUR
- Relocation and Visa support available