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.

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

1. 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

2. 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

3. 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

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