Senior Director Workforce Management
Core
Establish, achieve, and maintain service level and quality objectives for a global workforce across multiple sites and regions.
Role type
Senior Director, Workforce Management
Builds
Global workforce operations and service delivery for technology clients
Domain
Business Process Outsourcing (BPO) / Customer Experience
Required skills
Strategic planning, statistical analysis, forecasting, capacity planning, SLA management, root cause analysis, team leadership, process improvement, data reporting, technology implementation
Preferred skills
Database applications proficiency, coaching skills, cross-functional coordination
Technologies
MS Office (Excel, Outlook, PowerPoint), statistical software, cloud-based infrastructure
Responsibilities
Develop and implement plans to meet service level agreements, response time, and quality goals; Forecast workload using statistical techniques and schedule staff accordingly; Coordinate with Operations, Capacity Planning, Forecasting, and Finance teams to analyze historical data and forecast demand; Manage the analysis of daily, weekly, and monthly reporting of site performance via Key Performance Indicators; Identify and manage key customer-related processes; Mitigate capacity risks by managing dependencies across multiple sites and regions; Execute a strategy for building team effectiveness and optimizing staffing requirements.
Seniority
Senior, strategic leadership & global team management
