Role Overview
- Leads a team of Workforce Management (WFM) Supervisors and Analysts to provide operational support.
- Responsible for Workforce Management and service delivery to both internal and external stakeholders.
- Manages WFM teams across 3–5 client accounts, ensuring effective leadership, mentoring, and operational alignment.
- Oversees WFM processes, client KPIs, and financial performance in a multi‑site, multi‑platform environment.
- Acts as a checkpoint and reviewer of WFM practices, processes, and outputs to maintain quality and consistency.
- Partners closely with Operations to drive improvements, resolve issues, and implement strategic solutions.
- Ensures optimal staffing levels, occupancy, and resource utilization to maximize service delivery and seat efficiency while maintaining financial discipline.
- Develops processes, scorecards, and performance plans to strengthen team management and accountability.
Qualifications & Experience
- 15+ years of experience in Workforce Management within a multi‑site, multi‑client BPO environment.
- At least 2 years in a Director role overseeing multiple programs of varying sizes and complexities.
- Progressive experience in workforce management, operations, or related leadership roles.
- Strong analytical skills for interpreting data, identifying trends, and making data‑driven decisions.
- Excellent communication and interpersonal skills to collaborate across departments and engage with employees at all levels.
- Proven leadership abilities, including motivating teams, driving change, and achieving measurable results.
- Familiarity with workforce management tools, HRIS systems, and relevant technologies.
- Strategic thinker with the ability to align workforce initiatives with overall business objectives.
- Strong problem‑solving skills to address workforce challenges and implement effective solutions.