Workforce Management Director

About the role

Direct Workforce Management, Quality Assurance and Operational Analytics for Customer Service operations, including Call Centers and Service Centers. The role drives workforce strategies to optimise service delivery, productivity, customer experience and operational efficiency across all channels.

Key responsibilities

• Lead strategy for all customer contact channels, aligning with organisational goals, customer experience expectations and regulatory requirements.
• Provide executive leadership with strategic recommendations and performance reporting on workforce effectiveness, quality outcomes and operational risks.
• Develop predictive workforce planning models using historical data, business trends, seasonality and regulatory drivers.
• Oversee forecasting, capacity planning, staffing, scheduling and real‑time management to meet service level commitments.
• Leverage operational analytics and business intelligence dashboards to identify trends, risks and productivity opportunities.
• Establish and manage a comprehensive Quality Management framework focused on compliance, process effectiveness and performance improvement.

Required profile

• Master’s (or Bachelor’s) degree in Business Administration, Data Analytics, Industrial Engineering, Finance, Healthcare Administration or related field.
• Minimum 5–7 years managing Call Center operations with workforce optimisation focus, and 2–4 years supervising personnel.
• Relevant certifications such as CCXP, Lean Six Sigma Green Belt, COPC, SWPP, ICMI or NICE/Verint certifications are preferred.

Required skills

• Advanced proficiency in Microsoft Excel.
• Experience with NICE Workforce Management software.
• Experience with Verint Workforce Management and Quality Monitoring tools.