APAC Global Director Workforce Management

Maximize Your Impact with TP

Welcome to TP, a global hub of innovation and empowerment, where we redefine the future. With a remarkable €10 billion annual revenue and a global team of 500,000 employees serving 170 countries in over 300 languages, we lead in intelligent, digital-first solutions.

As a globally certified Great Place to Work in 72 countries, our culture thrives on diversity, equity, and inclusion. We value your unique perspective and believe that your talent is the missing piece that completes our vision for a brighter, digitally driven tomorrow.

The Opportunity

TP is seeking a highly experienced, client-facing Global Director to lead Workforce Management across multiple BPO sites in APAC, including the Philippines, India, Malaysia, and Indonesia, for a large-scale global Tech account of approximately 8,000 FTEs. This role will serve as the strategic WFM leader for the region, ensuring workforce plans, capacity models, real-time management, forecasting, scheduling, and operational governance are aligned with client expectations, business outcomes, employee experience, and profitability.

The successful candidate will bring deep expertise in large-scale, multi-country BPO operations and WFM transformation, with the executive presence to partner with senior client stakeholders and internal leadership. This leader will drive consistency, discipline, and innovation across APAC delivery locations while enabling operational agility in a 24/7, high-volume, fast-paced Tech environment.

The Responsibilities & Duties

• Lead the end-to-end Workforce Management function across APAC delivery sites supporting a global Tech account of approximately 8,000 FTEs.
• Develop and execute the regional WFM strategy covering forecasting, capacity planning, scheduling, real-time management, reporting, workforce analytics, and labor optimization.
• Establish standardized WFM governance, operating rhythms, methodologies, and performance management routines across the Philippines, India, Malaysia, and Indonesia.
• Serve as a senior client-facing WFM and operations leader, participating in executive business reviews, operational governance meetings, QBRs, WBRs, MBRs, and transformation discussions.
• Partner closely with Operations, Finance, HR, Talent Acquisition, Training, Quality, IT, and client stakeholders to ensure staffing models, hiring plans, training pipelines, and seat capacity support forecasted demand.
• Translate complex workforce data, trends, and staffing scenarios into clear business recommendations for senior leadership and client decision-making.
• Drive service level achievement, productivity, occupancy, schedule adherence, shrinkage management, cost efficiency, and resource utilization across all supported geographies.
• Lead long-range and short-range capacity planning, including volume forecasting, AHT assumptions, shrinkage modeling, headcount requirements, hiring phasing, ramp planning, and business continuity scenarios.
• Oversee real-time command center discipline and escalation protocols to proactively manage intraday risks, outages, absenteeism, volume spikes, and SLA exposure.
• Identify and implement continuous improvement initiatives that enhance forecast accuracy, scheduling efficiency, reporting transparency, automation, and WFM process maturity.
• Provide strategic guidance for new site launches, account ramps, transitions, seasonal peaks, and client-led initiatives requiring workforce planning and operational readiness.
• Build, coach, and develop a high-performing regional WFM leadership team, ensuring succession planning, capability building, and consistent execution across markets.
• Ensure compliance with Teleperformance standards, client requirements, labor laws, information security policies, data privacy rules, and country-specific regulations.
• Maintain strong executive-level partnerships with client and internal stakeholders, acting as a trusted advisor on workforce strategy, operational scalability, and cost optimization.

The Qualifications

• At least 12–15 years of experience in BPO, contact center, shared services, or customer experience operations, with significant leadership experience in Workforce Management.
• Minimum of 5 years in a Senior Manager or Director, or equivalent leadership role managing WFM or operations across large-scale, multi-site, and multi-country environments.
• Proven experience supporting Tech, digital, e-commerce, social media, customer experience, or similarly complex high-volume accounts is strongly preferred.
• Demonstrated success leading WFM for large operations, ideally 5,000+ FTEs, with exposure to global or regional delivery models.
• Deep expertise in forecasting, capacity planning, scheduling, real-time management, SLA management, workforce analytics, labor optimization, and operational governance.
• Strong understanding of BPO financial drivers, including cost per contact, revenue impact, occupancy, utilization, staffing efficiency, gross margin, and labor cost variance.
• Experience partnering with senior client stakeholders and presenting workforce strategy, performance insights, risk mitigation plans, and business recommendations in executive forums.
• Strong command of WFM platforms, reporting tools, data visualization, automation, and workforce analytics; experience with tools such as NICE, Genesys, Verint, Aspect, Teleopti, or equivalent systems is preferred.
• Proven ability to lead through ambiguity, manage complex escalations, and drive alignment across matrixed teams and multiple geographies.
• Excellent analytical, communication, stakeholder management, and executive presentation skills, with the ability to simplify complex data into practical business actions.
• Strong people leadership capability, including the ability to build regional leadership depth, develop WFM talent, and foster a culture of accountability, partnership, and continuous improvement.
• Bachelor's degree in Business, Operations Management, Industrial Engineering, Statistics, Mathematics, Finance, or a related field required; MBA or advanced degree preferred.
• Lean Six Sigma, COPC, PMP, or WFM-related certifications are advantageous.
• Willingness and ability to travel across APAC sites as required.

Pre-Employment Screenings

By TP policy, employment in this position will be contingent on your successful completion and passage of a comprehensive background check, including global sanctions and watch list screening.

Important | Policy on Unsolicited Third-Party Candidate Submissions

TP does not accept candidate submissions from unsolicited third parties, including recruiters or headhunters. Applications will not be considered, and no contractual association will be established through such submissions.

Diversity, Equity & Inclusion

At TP, we are committed to fostering a diverse, equitable, and inclusive workplace. We welcome individuals from all backgrounds and lifestyles and do not discriminate based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences.