Workforce Management Head

We are seeking a strategic and results-driven leader to head our Workforce Management and Business Planning function. This role will be responsible for overseeing enterprise-wide forecasting capacity planning workforce optimization business analytics and resource planning initiatives that support large-scale customer operations.

The successful candidate will serve as a key business partner to senior leadership providing data-driven insights and workforce strategies that enable sustainable growth operational excellence and superior customer experience.

• Lead the overall Workforce Management and Business Planning function including Forecasting Capacity Planning Scheduling Real-Time Management and Analytics.
• Develop long-term workforce strategies aligned with business objectives growth plans and operational requirements.
• Drive forecasting accuracy and resource optimization across multiple business units programs or channels.
• Provide executive leadership with strategic recommendations based on workforce trends operational performance and business analytics.
• Establish workforce governance frameworks planning methodologies and best practices.
• Partner closely with Operations Finance HR Talent Acquisition and Business Leaders to develop staffing and resource plans.
• Lead annual budgeting headcount planning and workforce investment decisions.
• Identify opportunities for automation process improvement and operational efficiency.
• Develop executive dashboards business reviews and performance reporting frameworks.
• Build mentor and lead high-performing Workforce Management and Analytics teams.
• Drive transformation initiatives and workforce planning projects that support organizational growth and scalability.

• Bachelors Degree in Business Economics Statistics Industrial Engineering Mathematics Information Systems or related discipline.
• 10 years of progressive experience in Workforce Management Capacity Planning Business Planning Analytics or Contact Center Operations.
• At least 5 years in a leadership role managing Workforce Management Planning or Analytics teams.
• Strong experience in forecasting capacity planning workforce optimization and business analytics.
• Proven track record supporting large-scale operations with 500 to 5000 employees.
• Experience working in BPO Shared Services Banking Financial Services FinTech Customer Experience or Contact Center environments.
• Strong executive presence and ability to influence senior stakeholders.
• Advanced analytical and problem-solving capabilities.
• Proficiency in workforce management platforms such as Verint NICE Genesys Aspect Calabrio or similar tools.
• Experience with Power BI Tableau SQL and advanced Excel preferred.