WFM Role Expectations
With BEST WFM References
(Including Senior Roles)
Real-Time Analyst (RTA)
• • Monitor SL, AHT, occupancy, backlog (BEST p.51-52)
• • Manage adherence: logins, breaks, absenteeism (BEST p.52-53)
• • Corrective actions: OT, VTO, reskilling (BEST p.53-54)
• • Handle outages/system issues (BEST p.54)
• • Adjust queues/skills (BEST p.55)
• • Trigger red/amber/green action plans (BEST p.55-56)
• • Communicate with Supervisors/OMs (BEST p.56)
• • Provide intraday updates to Ops/Client (BEST p.56)
• • Support QA/coaching slot planning (BEST p.57)
• • Submit EOD/weekly insights (BEST p.57)
Scheduler
• • Create optimized schedules aligned to SLAs (BEST p.42-43)
• • Ensure fairness/legal compliance (BEST p.44)
• • Publish schedules on time (BEST p.45)
• • Manage shift bids/swaps (BEST p.46)
• • Integrate training, meetings, shrinkage (BEST p.47)
• • Monitor scheduled vs actual hours (BEST p.48)
• • Coordinate changes with Ops/HR (BEST p.48)
• • Optimize schedules to minimize OT (BEST p.49)
• • Provide schedule compliance reports (BEST p.49-50)
Planner (Forecasting & Capacity
Planning)
• • Develop forecasts: volume, AHT, attrition (BEST p.26-28)
• • Maintain rolling forecasts & version control (BEST p.29-30)
• • Create capacity plans 6+ months (BEST p.34-36)
• • Align plans with HR/Recruitment/Training (BEST p.36-37)
• • Track requirement coverage weekly (BEST p.37-38)
• • Design hiring ramps & multiskill plans (BEST p.38)
• • Identify risks: attrition, absenteeism (BEST p.39)
• • Run what-if analysis (BEST p.39-40)
• • Support pricing/financial assumptions (BEST p.40)
• • Validate plans with Ops/Client sign-off (BEST p.41)
WFM Supervisor / Team Lead
• • Supervise Analysts (RTA, Scheduler, Planner) (BEST p.76-77)
• • Ensure daily WFM compliance (BEST p.77)
• • Validate forecasts, schedules, RTM (BEST p.78)
• • Review reporting accuracy (BEST p.78)
• • Coach & develop Analysts (BEST p.78-79)
• • Escalate risks/issues (BEST p.79)
• • Lead governance huddles (BEST p.80-81)
• • Drive continuous improvement (BEST p.83-84)
• • Maintain audit compliance (BEST p.86-87)
• • Be Ops/Client POC (BEST p.79-80)
WFM Manager
• • Own end-to-end WFM delivery (BEST p.76-77)
• • Oversee Forecasting, Planning, Scheduling, RTM (BEST p.77)
• • Represent WFM in client governance calls (BEST p.80)
• • Ensure BEST audit compliance (BEST p.86-87)
• • Drive strategy & OEI initiatives (BEST p.23, p.83)
• • Track KPI health (BEST p.68-70)
• • Partner with Ops leaders (BEST p.81-82)
• • Align staffing with Recruitment/Training (BEST p.37-38)
• • Adopt automation/AI tools (BEST p.7, p.52, p.83)
• • Develop WFM talent pipeline (BEST p.77-78)
Assistant Manager (AM)
• • Support WFM Manager in operations (BEST p.77)
• • Supervise Analysts & Team Leads (BEST p.77-78)
• • Validate forecasts/schedules/RTM (BEST p.78)
• • Coordinate Ops escalations & reporting (BEST p.78)
• • Drive process compliance (BEST p.78-79)
• • Coach Analysts (BEST p.79)
Senior Manager
• • Oversee multiple WFM teams/accounts (BEST p.80)
• • Ensure governance/reporting accuracy (BEST p.80-81)
• • Manage staffing/resource allocation (BEST p.81)
• • Lead cross-functional planning with Ops (BEST p.81-82)
• • Ensure audit compliance (BEST p.82)
• • Mentor Managers & AMs (BEST p.82)
Director / Sr Director
• • Own WFM delivery strategy for region (BEST p.83)
• • Drive client/executive governance cadence (BEST p.83-84)
• • Align WFM with OEI/business strategy (BEST p.83-84)
• • Oversee financial impact on P&L (BEST p.84)
• • Lead automation/innovation adoption (BEST p.84)
• • Develop Sr Managers (BEST p.84)
Vice President (VP)
• • Set strategic WFM vision enterprise-wide (BEST p.85)
• • Represent WFM in executive governance (BEST p.85-86)
• • Sponsor BEST WFM adoption globally (BEST p.86)
• • Align with TP executive strategy/OEI (BEST p.86-87)
• • Lead AI/automation/tech investments (BEST p.87)
• • Develop Directors/Sr Directors (BEST p.87)