Workforce Management Head

About the Role

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.

Key Responsibilities

• 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.

Qualifications

• Bachelor's 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 5,000+ 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.

Originally posted on Himalayas