Global Director, Workforce Management

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.

• 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.

• 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.

• 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.

• 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…