Senior Manager, Global Workforce Planning
Core
Own global workforce sizing, scheduling, funding, and protection for a multi-channel, multi-language customer care operation with in-house and outsourced partners.
Role type
Senior Manager, Global Workforce Planning & Partner Management
Builds
Capacity plans, financial models, business cases, and business continuity strategies for a global support function.
Domain
Customer Support Operations / Workforce Management / BPO Management
Required skills
Workforce forecasting, capacity planning, budget management, BPO partner management, financial modeling, business continuity planning, data analysis, team leadership, stakeholder management, AI fluency
Preferred skills
Experience in marketplace/platform business, automation of manual work, building business cases
Technologies
Enterprise WFM tools, forecasting models, business review scorecards
Responsibilities
Own short- and long-range forecasting and capacity planning across channels, queues, languages, and lines of business; Manage the Customer Care workforce budget and govern partner billing end to end; Lead urgent queue management to protect customers when wait times degrade; Build business cases that fund strategic priorities; Shape the global footprint and resilience including vendor allocation and site strategy; Hire, develop, and lead a team of managers and analysts.
Seniority
Senior Manager, hands-on IC with leadership responsibilities
