[Hiring] Senior Director, Workforce Management @Qualfon

Role Description

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.

Qualifications

• 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
• Bachelor’s degree is preferred
• MBA or advanced degree preferred
• Strong preference for backgrounds in:
  • Industrial Engineering
  • Business Analytics
  • Statistics / Mathematics
  • Economics / Operations Management
• 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

Requirements

• 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
• 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
• 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
• 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
• 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
• 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
• 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
• 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

Company Description