This role is likely for you if:
- You've led end-to-end Workforce Management or major parts of it and want broader ownership.
- You've supported RFPs or growth initiatives and understand how workforce assumptions can win or lose deals.
- You enjoy automation, analytics, and improving systems, not just running weekly cycles.
- You're ready for a role with real visibility and decision-making, even if you're not chasing a Director title yet.
If this sounds like the work you want to be doing next, keep reading.
Why This Role Exists
As our business scales across clients and regions, Workforce Management is expected to do more than execute.
We need senior workforce leadership that can shape how planning, analytics, automation, and workforce strategy support growth especially when new business opportunities come in.
This role exists to own that responsibility.
What You'll Own
You'll lead Workforce Management at a global, multi-client level, with accountability for outcomes, not just coordination.
Your scope includes:
- End-to-end WFM ownership: forecasting, capacity planning, scheduling, and real-time management across multi-site operations.
- Leadership of Schedulers, Real-Time Analysts, and Workforce Analytics/Reporting teams.
- Workforce ownership during RFPs and new-business pursuits, including:
- Building staffing models and capacity plans for proposed deals
- Defining service-level, shrinkage, and productivity assumptions
- Running scenarios and risk trade-offs
- Partnering with Sales, Solutions, and Operations to support pricing and delivery decisions
- Driving automation and RPA initiatives to reduce manual work and improve scalability.
- Designing, optimizing, and governing WFM tools, particularly IEX.
- Turning workforce data into clear recommendations that support operational and financial decisions.
This is a role with real ownership you'll be expected to make decisions, explain trade-offs, and improve how workforce management works.
Tools You'll Work With
You should be comfortable working with:
- IEX (preferred) or similar WFM platforms (Verint, Calabrio, Alvaria)
- PowerBI and BI/analytics tools (Tableau, Looker, DOMO, etc.)
- Automation / RPA initiatives (hands-on or in close partnership)
- Advanced spreadsheets and workforce modeling
You don't need every tool listed but you should be fluent in using tools to solve workforce problems.
If you're looking for a role that simply mirrors what you're doing today, this may not be the right fit.
If you want to use your workforce experience to influence how the business grows, this is worth a conversation.
