WFM Director

About the role

The WFM Director is responsible for leading the Workforce Management function across the organization, ensuring the right number of employees are available at the right time to meet business demand, service‑level requirements, and operational goals.

Key responsibilities

• Lead the overall WFM strategy across multiple BPO programs, clients, and lines of business.
• Own forecasting, staffing models, capacity planning, and headcount requirements based on volume, AHT, shrinkage, service levels, and business growth.
• Partner with Recruitment and HR to translate forecasted demand into accurate hiring and staffing plans.
• Oversee scheduling strategies to optimize coverage, productivity, adherence, and employee utilization.
• Lead Real‑Time Management (RTA) and ensure appropriate actions are taken to protect service levels and operational performance.
• Develop and maintain WFM KPIs, dashboards, reporting, and performance analysis for senior leadership.
• Identify staffing risks, capacity gaps, over‑staffing, and operational trends, providing data‑driven recommendations.
• Support new client/program launches by developing workforce models, staffing requirements, and operational readiness plans.
• Establish WFM governance, processes, controls, and best practices across sites and programs.
• Lead and develop WFM managers, analysts, planners, and RTA teams.

Required profile

• Strategic and analytical leader with strong BPO workforce management experience.
• Proven ability to translate operational data into staffing decisions and business strategy.
• Experience in partnering with Operations, Finance, HR, Recruitment, and Training functions.
• Track record of presenting workforce insights, risks, and recommendations to executive leadership and clients.

Required skills

• WFM technology
• Excel
• BI analytics