Where Should WFM Sit In The Organisational Structure? | WFM Unfiltered WFM Unfiltered

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Where Should WFM Sit in the Organisational Structure? | WFM Unfiltered

6d ago 32:05

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Where does Workforce Management actually belong inside a company? If you've ever felt like WFM is misunderstood, underused, or straight-up misplaced within your organization, you're not alone. In this episode of WFM Unfiltered, Irina is joined by Pier, a lifelong contact center and workforce leader who brings serious insight and lived experience from every level of the industry – from agent to director, and everything in between.

Pier breaks down the real-life implications of placing WFM under HR vs Ops – and why neither option may be right. He shares his unique view of WFM as an internal consultancy function, revealing how reframing the role of WFM can unlock real business value. Think more influence, better partnerships, and less chaos in daily operations. You'll hear how strategic planning, forecasting, and ownership of performance outcomes can transform WFM from 'spreadsheet central' to true business partner.

If you’ve ever been frustrated by clueless stakeholders, turf wars over decision-making, or the constant tension between day-to-day firefighting and big-picture planning — this is the episode that’ll hit home. Pier also unpacks lessons from a case study where he radically restructured contact center roles, proving that focus beats multitasking every time.

Whether you're leading a WFM team, sitting in Ops or HR, or just want to understand how to make WFM work better, don’t miss this one. It's packed with practical takeaways, mindset shifts, and strategies for influence.

Subscribe for more straight-talking WFM conversations at: https://www.youtube.com/@WFMUnfiltered?sub_confirmation=1

Show Links:
•RightWFM website: www.rightwfm.com
•Email: [email protected]
•Podcast email: [email protected]
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•YouTube Channel: www.youtube.com/@WFMUnfiltered?sub_confirmation=1
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