Head of Workforce Management

The Head of Workforce Management leads Pandoras global WFM engine across EU APAC and Turkey This role owns the full planning ecosystem for Customer Service Partner Service Rider Service and Vendor Operations ensuring stability efficiency and cost control while supporting the operational transformation. You will architect the strategy operating model and execution framework for forecasting scheduling capacity planning real-time management and performance analytics. Your work directly shapes Service Levels (SL) cost-per-contact cost-to-onboard BPO ramp-up/down and the long-term sustainability of Pandoras contact operations.
Key Responsibilities: 
1. Global Strategy & Operating Model

• Lead the end-to-end transformation of WFM across EU APAC and Turkey into a single standardized operating model.
• Define planning principles frameworks and governance for all channels (chat call non-live) and all personas (CS PS RS Vendor Ops).
• Build a multi-country forecast and capacity model that adapts to seasonality promotions language-mix shifts and operational changes.
• Partner with Service Directors to steer long-range workforce strategy cost targets and headcount optimization.

2. Forecasting & Capacity Planning

• Own volume forecasting across all regions using historical seasonality language distribution promotional impact and business drivers.
• Build advanced capacity models using Erlang Monte Carlo simulations concurrency modelling and scenario stress-testing.
• Define global planning parameters (shrinkage productivity occupancy attrition AHT targets).
• Drive country-level SLA protection through proactive planning early risk identification and mitigation scenarios.

3. BPO Management & Cost Optimization

• Oversee partner performance across BPO Partner in EU/APAC/Turkey.
• Lead the modelling for BPO cost-per-contact cost-to-onboard forecasted HC requirements ramp plans.
• Ensure performance stability through buffer strategies hiring curves training throughput shrinkage control and productivity targets.
• Establish a unified approach to forecasting scheduling and reporting across all BPO sites.

4. Language-Mix Routing & Experience

• Design and drive the overall language-mix and skill-mix strategy across all supported markets ensuring the right balance between cost efficiency operational flexibility and customer experience.
• Oversee routing logic overflow rules and workforce allocation frameworks to ensure seamless distribution of contacts across skills queues and locations.
• Leverage analytics to optimise cross-language handling concurrency levels response times and service-level outcomes enabling scalable and resilient multi-country operations.

5. Vendor Operations Workforce Planning

• Build workforce planning frameworks for operational workflows across multiple functions ensuring every task type has clear capacity assumptions quality checkpoints and throughput expectations.
• Develop weekly and monthly capacity models that incorporate handling times training output shrinkage backlog behaviour and ramp-up/ramp-down scenarios to maintain stability and predictability.
• Partner closely with Operations leadership to drive efficient resource allocation protect turnaround times and ensure all service-level commitments are consistently met.

6. Real-Time Management (RTM)

• Build a global RTM function capable of managing multi-country queues shift adherence intraday rebalancing and SLA assurance.
• Define escalation rules contingency actions and playbooks for spikes outages and operational risks.

7. Reporting Analytics & Performance Insight

• Lead analytics for volume AHT shrinkage occupancy concurrency workforce distribution and SLA.
• Deliver executive-level dashboards and insights for COO CFO SD Directors and country heads.
• Standardize reporting across regions ensuring accuracy transparency and consistency.

8. Leadership & Organizational Development

• Build and mentor a distributed WFM team across multiple countries and time zones.
• Champion a culture of ownership transparency and simplicity ensuring everyone understands the why behind plans.
• Enable progression skills development and high performance across WFM specialists analysts and RTM leads

Qualifications :

• 812 years in Workforce Management with at least 5 years leading WFM across multiple regions or large-scale operations.
• Strong experience in forecasting scheduling capacity planning and real-time operations.
• Strong analytical capability with proficiency in advanced modelling (Erlang Monte Carlo concurrency models).
• Experience in multi-language multi-country customer operations (Nordics/Central Europe/APAC preferred).
• Familiarity with contact center systems (CRM Telephony WFM suites) BI tools and SQL/Sheets/Excel modelling.
• Ability to navigate complex stakeholder environments and influence COO/CFO-level decision-making.
• Comfortable leading transformational change across regions teams and operating models.

Remote Work :

No

Employment Type :

Full-time