SENIOR DIRECTOR, WORKFORCE MANAGEMENT

Overview: Job Title: Senior Director, Workforce Management (Call Center) Reports to: Global VP – Shared Services Work Arrangement: Remote Work Schedule: PH Night Shifts   Job Summary The Senior Director, Workforce Management (WFM) serves as the global head of Workforce Management, responsible for defining and executing the enterprise-wide WFM strategy across all regions, sites, and client portfolios. This role provides executive leadership over forecasting, capacity planning, scheduling, and real-time operations, ensuring alignment with financial targets, client commitments, and long-term business growth.   This leader drives global standardization, scalability, and transformation of WFM capabilities, positioning the function as a strategic business partner to Operations, Client Services, and Executive Leadership.   The role owns the end-to-end workforce optimization lifecycle, ensuring the organization consistently deploys the right resources, with the right skills, at the right time and cost, to maximize service performance, efficiency, and profitability. Responsibilities: Key Objectives and Responsibilities The Senior Director, Workforce Management is responsible for driving strategic WFM excellence across all client accounts. The role focuses on adding significant value through: Enterprise Leadership & Strategy - Define and own the global WFM vision, strategy, and multi-year roadmap - Position Workforce Management as a core driver of operational and financial performance, not a support function - Partner with executive leadership to align WFM strategy with business growth, client acquisition, and margin targets - Lead enterprise-wide transformation initiatives, including automation, digitization, and advanced analytics adoption Global Operating Model & Governance - Establish and enforce a globally standardized WFM operating model across all regions and accounts - Drive governance frameworks, SOPs, and performance standards to ensure consistency, scalability, and compliance - Optimize centralized vs. site-based WFM structures to balance efficiency and client responsiveness - Implement best-in-class planning methodologies across forecasting, scheduling, and real-time execution   Executive Stakeholder & Client Partnership - Act as the primary WFM authority for senior leadership, clients, and strategic accounts - Influence client strategies by integrating WFM into commercial discussions, RFPs, and solution design - Provide data-driven insights and recommendations that shape operational and financial decisions - Strengthen WFM’s position as a trusted advisor to Operations, rather than a reactive support function Performance, Analytics & Continuous Improvement - Own enterprise WFM performance metrics including: - Forecast accuracy - Schedule efficiency - Service level attainment - Resource utilization - Cost optimization - Drive advanced analytics and predictive modeling to improve planning precision and decision-making - Lead continuous improvement initiatives leveraging Lean / Six Sigma methodologies - Ensure rigorous quality assurance of WFM outputs and deliverables   Main Duties and Outcome Objectives - Global People Leadership & Capability Building - Build and lead a high-performing global WFM organization, including senior managers and functional leads - Define and institutionalize WFM competency frameworks and career paths - Drive leadership development, succession planning, and bench strength across regions - Coach and influence Operations and Business Leaders on WFM best practices and accountability - Lead strategic hiring and organizational design to support scalability and future growth   - WFM Product Ownership & Service Excellence - Own WFM as an enterprise capability and “service offering”, with defined SLAs and value propositions - Standardize and optimize tools, systems, and methodologies across all programs - Continuously improve: - Forecasting models - Capacity planning frameworks - Scheduling optimization - Intraday management practices - Lead pre-sales and solutioning efforts, ensuring accurate staffing models for new business - Anticipate and adapt to regulatory, client, and market changes impacting workforce strategy   - Strategic Execution & Operational Excellence - Drive data-led decision-making using historical trends, predictive analytics, and real-time insights - Oversee global coordination of: - Forecasting - Planning - Scheduling - Real-Time Management - Ensure cross-functional alignment between WFM, Operations, Finance, and Client Services - Proactively identify risks and implement corrective actions to protect service and financial outcomes - Act as escalation point for high-impact operational or client issues   Enterprise Collaboration & Influence Serve as a strategic integrator across the business, partnering with: - Operations Leadership (site, regional, global) - Client Services & Account Management - Finance & Commercial teams - Transformation / Continuous Improvement groups Key contributions include: - Long-term capacity and workforce strategy development - Org design and staffing models for new and existing programs - Optimization of over/under-utilization scenarios - Resolution of high-impact conflicts or service risks - Driving adoption of standardized WFM practices globally Qualifications: Professional Experience - 12–15+ years of progressive experience in Workforce Management, Operations, or related fields - 8+ years in senior leadership roles with enterprise or multi-region scope - Proven experience leading global or multi-site WFM organizations in BPO/contact center environments - Demonstrated success in WFM transformation, centralization, and global standardization initiatives - Experience supporting large-scale, multi-client, high-growth operations   Education - Bachelor’s degree is preferred - MBA or advanced degree preferred - Strong preference for backgrounds in: - Industrial Engineering - Business Analytics - Statistics / Mathematics - Economics / Operations Management   Technical & Domain Expertise - Deep expertise in contact center operations and workforce optimization - Advanced knowledge of: - Forecasting methodologies - Capacity planning models - Scheduling optimization techniques - Erlang / traffic modeling - Proficiency in WFM platforms such as: - Verint, NICE, Aspect / IEX, Genesys, Avaya, AWS, and others   Core Competencies Leadership & Executive Capability - Enterprise-level strategic thinking - Executive presence and influence - Organizational transformation leadership - Talent development and succession planning - High adaptability in complex, fast-paced environments Functional & Business Skills - Advanced analytical and problem-solving capability - Strong financial and business acumen - Executive-level communication and storytelling - Expertise in data visualization and reporting (Excel, dashboards) - Client-facing leadership and relationship management - Innovation and continuous improvement mindset - High precision and execution discipline