Associate Director, WFM

Job Description

Headcount Governance and Customer Satisfaction: Oversee headcount planning and forecasting to ensure optimal staffing levels. Implement governance frameworks to manage headcount approvals, adjustments, and reporting. Monitor and analyse headcount metrics to identify trends and areas for improvement. Monitor and report on key performance indicators (KPIs) such as IVOC (Internal Voice of Customer) and CSAT (Customer Satisfaction). Analyse data to provide actionable insights and drive performance improvements. Present progress reports and updates in townhalls and weekly meetings. Manage and deliver the Rate Our Service stakeholder survey, ensuring planning standards meet customer satisfaction globally. Collaborate with regional and account leaders to set actions that achieve targets. Performance and Governance: Lead the development and execution of performance management strategies. Establish governance around the maturity of WFM practices across different accounts. Ensure compliance with industry standards and internal policies. Overall responsibility for ensuring the account ways of working governance is conducted and controlled globally. Deliver Process Health Check governance, benchmarking the delivery of our processes and services. System / Tool Utilization and Synergies: Drive the reporting of adoption and optimization of WFM systems and tools. Conduct regular audits to ensure effective utilization and identify opportunities for enhancements. Collaborate with IT and other departments to integrate new technologies and tools. Training and Education: Develop and implement a training cadence for WFM team members and stakeholders. Ensure continuous education on best practices, new tools, and industry trends. Conduct workshops, webinars, and other training sessions to improve skills and knowledge. Leadership and Collaboration: Lead and mentor a team of WFM professionals. Foster a collaborative environment with cross-functional teams to achieve business objectives. Act as a subject matter expert and provide strategic guidance to senior management. Candidate Profile: A strategic leader with a deep understanding of workforce management, capable of driving performance improvements and ensuring effective governance. Excellent communicator with the ability to present data and insights to diverse audiences. Collaborative team player who can influence and lead cross-functional teams. Proactive problem-solver with a strong analytical mindset. Essential Criteria: Bachelor s degree in Business Administration, Operations Management, or a related field. Minimum of 8-10 years of experience in workforce management, with at least 5 years in a leadership role. Strong understanding of WFM systems and tools. Proven experience in headcount governance and performance management. Excellent analytical and problem-solving skills. Strong communication and presentation skills. Ability to lead, influence, and collaborate with cross-functional teams. Desirable Criteria: Master s degree in Business Administration, Operations Management, or a related field. Experience in a global organization. Familiarity with process health check governance and benchmarking. Experience with customer satisfaction metrics such as IVOC and CSAT. Previous experience in developing and implementing training programs. Why Concentrix: Competitive salary and benefits package. Opportunities for professional growth and development.