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