Job Description
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,
