Global Director, Workforce Management

Job Description

Job Description

Description:

POSITION SUMMARY

The Global Director, Workforce Management is responsible for developing and executing the global workforce strategy supporting Customer Service operations across multiple regions, languages, channels, and service locations. This role provides strategic leadership and governance for forecasting, capacity planning, scheduling, real-time management, workforce analytics, reporting, workforce technology, and labor optimization across a global network.

The Global Director, Workforce Management is accountable for ensuring workforce resources are aligned with customer demand, business objectives, financial targets, and service delivery expectations while balancing employee experience, operational efficiency, and scalability. This role serves as the executive leader for workforce planning and operational performance, partnering closely with Customer Service, Finance, Human Resources, Technology, Training, Quality, and regional leadership teams.

The Global Director, Workforce Management is responsible for establishing workforce management standards, governance frameworks, reporting methodologies, and workforce technology strategies that support a consistent and data-driven approach to resource planning across all regions and channels. This role will play a key leadership role in advancing workforce management maturity, optimizing workforce technologies, evaluating AI-driven workforce solutions, and supporting the organization's long-term customer experience and operational growth strategies.

As the organization's senior workforce leader, the Global Director, Workforce Management will establish the Workforce Management operating model, build organizational capability, and provide executive-level guidance and recommendations regarding labor strategy, staffing investments, workforce efficiency, service performance, and business continuity.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Workforce Strategy & Leadership

• Develop and execute the global workforce strategy supporting Customer Service operations across all regions, languages, and customer channels.
• Establish workforce planning standards, methodologies, governance processes, and operational frameworks across the organization.
• Develop and maintain a multi-year workforce roadmap aligned with business growth objectives, customer demand, and organizational priorities.
• Lead annual labor planning, staffing strategies, workforce investment recommendations, and organizational capacity planning.
• Serve as the executive workforce management advisor to Customer Service leadership and key business stakeholders.

Forecasting & Capacity Planning

• Lead global forecasting efforts across phone, chat, email, and future customer engagement channels.
• Develop short-term, mid-term, and long-term capacity plans that support service level objectives, operational goals, and business growth.
• Create workforce models that account for customer demand, seasonality, product launches, promotional activity, and business initiatives.
• Partner with Finance to align workforce planning with budgeting, labor forecasting, and financial objectives.
• Monitor forecast accuracy and implement continuous improvement initiatives to improve planning effectiveness
• Scheduling & Workforce Optimization
• Establish global scheduling strategies and standards that optimize staffing coverage, service levels, employee experience, and operational efficiency.
• Ensure consistency in workforce planning practices while accommodating regional business requirements and labor considerations.
• Drive workforce optimization initiatives focused on productivity, resource utilization, and operational effectiveness.
• Evaluate staffing models and workforce allocation strategies to maximize performance and scalability.

Real-Time Management & Operational Performance

• Establish global real-time management standards, escalation protocols, and service recovery processes.
• Oversee workforce response strategies during unexpected volume fluctuations, system outages, business disruptions, and critical operational events.
• Develop workforce contingency plans to support peak periods, product launches, business continuity, and organizational growth.
• Monitor operational performance and ensure timely actions are taken to achieve service objectives.

Global Reporting & Analytics

• Establish and lead the Global Reporting & Analytics function supporting Customer Service operations.
• Develop and maintain a comprehensive operational reporting strategy providing visibility into workforce performance, service delivery, productivity, customer experience, and operational efficiency.
• Define global KPI standards, reporting methodologies, scorecards, dashboards, and governance processes.
• Oversee the development and maintenance of executive dashboards, workforce analytics, forecasting models, operational reporting, and performance scorecards.
• Analyze workforce performance, service trends, staffing efficiency, productivity, and customer demand patterns to identify opportunities and risks.
• Develop predictive analytics and workforce modeling capabilities that support strategic planning and business growth.
• Ensure data accuracy, reporting integrity, and consistent measurement methodologies across all regions.
• Provide executive leadership with actionable insights and recommendations related to workforce performance, resource utilization, service delivery, and operational effectiveness.

Workforce Technology and Innovation

• Own the Workforce Management technology roadmap in collaboration with Technology, including Verint, workforce analytics platforms, forecasting tools, and emerging workforce optimization technologies.
• Partner with Technology teams to maximize system utilization, automation opportunities, reporting capabilities, and operational efficiencies.
• Evaluate and recommend workforce technologies that improve forecasting accuracy, workforce effectiveness, employee engagement, and customer experience.
• Lead workforce-related technology assessments, implementations, upgrades, and optimization initiatives.
• Identify opportunities to leverage AI-driven workforce solutions and automation capabilities to improve planning and operational performance.
• Cross-Functional Leadership & Partnership
• Partner closely with Customer Service, Finance, Human Resources, Technology, Training, Quality, and regional leadership teams.
• Support organizational transformations, operational initiatives, technology implementations, and customer experience improvements.
• Provide workforce-related recommendations that support strategic decision-making and organizational planning.
• Build strong relationships across business functions to ensure alignment between workforce strategies and business objectives.

KNOWLEDGE, SKILLS, AND ABILITIES

• Deep knowledge of Workforce Management principles, forecasting methodologies, capacity planning, scheduling, real-time management, and workforce optimization.
• Strong understanding of multi-site, multi-language, and global customer service operations.
• Advanced analytical, statistical, forecasting, and workforce modeling capabilities.
• Strong business and financial acumen with the ability to evaluate labor investments and workforce strategies.
• Expertise in operational reporting, workforce analytics, KPI’s development, and business intelligence.
• Proven leadership skills with the ability to build, develop, and lead high-performing teams.
• Exceptional executive communication, presentation, stakeholder management, and influencing skills.
• Ability to lead change, drive continuous improvement, and support organizational transformation initiatives.
• Strong problem-solving and decision-making skills in complex and dynamic operational environments.

QUALIFICATIONS AND EXPERIENCE

• Bachelor’s degree in business, Finance, Operations Management, Mathematics, Statistics, or a related field; equivalent experience considered.
• 10+ years of progressive Global Workforce Management experience within customer service or contact center environments.
• 5+ years of leadership experience managing global or multi-site Workforce Management teams.
• Demonstrated experience supporting complex operations across multiple countries, regions, languages, and time zones.
• Proven success developing workforce strategies, labor plans, forecasting models, and capacity plans for organizations supporting 200+ employees.
• Strong experience with Workforce Management technologies, including Verint or comparable enterprise WFM platforms.
• Advanced analytical, forecasting, workforce modeling, and reporting expertise.
• Experience leading workforce transformation, workforce optimization, or operational excellence initiatives.
• Strong financial acumen with experience supporting labor planning, staffing investment decisions, and workforce budgeting.
• Exceptional executive communication, presentation, stakeholder management, and leadership skills.

Preferred

• Experience supporting global customer service operations across North America, EMEA, and APAC.
• Experience implementing or optimizing Workforce Management technologies and workforce analytics platforms.
• Lean Six Sigma, PMP, Verint Certification, or related professional certifications.

Work Environment & Physical Demands

LifeWave will operate as an in-office organization, and all employees are required to work onsite in alignment with corporate policy. While performing the duties of this job, the employee is regularly required to work at a computer workstation and be mobile within the office. Occasional movement of up to 25 pounds may be required.

LifeWave is committed to creating an inclusive workplace that values diversity and promotes equal opportunities for all. We embrace the principles of the Americans with Disabilities Act (ADA) and strive to provide reasonable accommodations to qualified individuals with disabilities.

In our pursuit of building a diverse and talented team, we encourage candidates of all abilities to apply for positions at LifeWave. If you require accommodation during the application or interview process, please inform our HR department, and we will work with you to ensure your needs are met.