Workforce Management Head
About the Role
We are seeking a strategic and results-driven leader to head our Workforce Management and Business Planning function. This role will be responsible for overseeing enterprise-wide forecasting, capacity planning, workforce optimization, business analytics, and resource planning initiatives that support large-scale customer operations.
The successful candidate will serve as a key business partner to senior leadership, providing data-driven insights and workforce strategies that enable sustainable growth, operational excellence, and superior customer experience.
Key Responsibilities
- Lead the overall Workforce Management and Business Planning function, including Forecasting, Capacity Planning, Scheduling, Real-Time Management, and Analytics.
- Develop long-term workforce strategies aligned with business objectives, growth plans, and operational requirements.
- Drive forecasting accuracy and resource optimization across multiple business units, programs, or channels.
- Provide executive leadership with strategic recommendations based on workforce trends, operational performance, and business analytics.
- Establish workforce governance frameworks, planning methodologies, and best practices.
- Partner closely with Operations, Finance, HR, Talent Acquisition, and Business Leaders to develop staffing and resource plans.
- Lead annual budgeting, headcount planning, and workforce investment decisions.
- Identify opportunities for automation, process improvement, and operational efficiency.
- Develop executive dashboards, business reviews, and performance reporting frameworks.
- Build, mentor, and lead high-performing Workforce Management and Analytics teams.
- Drive transformation initiatives and workforce planning projects that support organizational growth and scalability.
Qualifications
- Bachelor's Degree in Business, Economics, Statistics, Industrial Engineering, Mathematics, Information Systems, or related discipline.
- 10+ years of progressive experience in Workforce Management, Capacity Planning, Business Planning, Analytics, or Contact Center Operations.
- At least 5 years in a leadership role managing Workforce Management, Planning, or Analytics teams.
- Strong experience in forecasting, capacity planning, workforce optimization, and business analytics.
- Proven track record supporting large-scale operations with 500+ to 5,000+ employees.
- Experience working in BPO, Shared Services, Banking, Financial Services, FinTech, Customer Experience, or Contact Center environments.
- Strong executive presence and ability to influence senior stakeholders.
- Advanced analytical and problem-solving capabilities.
- Proficiency in workforce management platforms such as Verint, NICE, Genesys, Aspect, Calabrio, or similar tools.
- Experience with Power BI, Tableau, SQL, and advanced Excel preferred.
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