Workforce Management Specialist

Job Description

About the client Our client is a leading global provider of business process management services, delivering customer experience and operational solutions across industries such as healthcare, banking, telecommunications, and media. With a strong presence across multiple geographies, the organization focuses on driving digital transformation, efficiency, and customer satisfaction through innovative and scalable services. About the Role We are hiring on behalf of a global services organization for a Head – Workforce Management role. This is a high-impact leadership position responsible for overseeing enterprise-wide workforce planning, forecasting, and optimization across business units. The ideal candidate will lead the strategy, implementation, and continuous improvement of workforce processes, leveraging automation, analytics, and forecasting tools to meet client service expectations and business goals. Key Responsibilities Lead the Workforce Management (WFM) strategy and function across multiple business units. Partner with operations, leadership, and business units to assess and fulfill staffing and resource requirements. Build and oversee a centralized forecasting and scheduling model to manage demand, supply, capacity, and recruitment plans. Drive continuous enhancement of WFM reporting structures supporting internal and client-facing dashboards. Introduce and implement future-ready workforce productivity practices using industry benchmarks and emerging technologies. Lead real-time monitoring practices to proactively manage operations and minimize client escalations. Guide capacity planning and recruitment efforts to ensure timely resource availability. Define service level targets, staffing metrics, pricing inputs , and performance KPIs. Develop and mentor a high-performing WFM team , focusing on engagement, skill development, and succession planning. Key Performance Outcomes Improve cost-to-budget efficiency and overall cost management. Achieve productivity and efficiency benchmarks across teams. Enhance revenue outcomes by improving workforce utilization. Optimize process efficiency through use of data, technology, and automation tools. Strengthen client relationships through consistent service delivery and proactive planning. Build strong relationships with internal stakeholders and cross-functional teams. Drive employee retention, engagement , and leadership pipeline development within the WFM function. Preferred Qualifications MBA from a reputed institution (preferred). Experience Required Significant experience in Workforce Management roles within the BPO/BPM sector . Proven experience in leading large teams and managing multi-geography WFM operations. Strong background in stakeholder management and working with vendor partners. Core Competencies Strong leadership and people management skills. Ability to analyze data and make data-driven workforce decisions . Strategic thinking and business acumen in workforce planning. Experience with WFM software/tools , real-time monitoring, and forecasting systems. Change management and transformation capability. Excellent communication and collaboration skills across functions. Decision-making, problem-solving, and operational execution excellence. Knowledge of market trends, competition, and industry-specific workforce planning best practices. Show more Show less