Director, Business Planning and Workforce Management

10+ years of experience leading a team focused on workforce management, capacity planning, or operations strategy. Experience leading distributed, remote teams and managing large-scale, virtual service center operations. Expertise in workforce management platforms (e.g., NICE, Verint, Genesys, or similar). Strong command of forecasting methodologies, performance modeling, and data-driven decision making. Proven ability to influence cross-functional partners and present to external clients and executive stakeholders. Experience developing and managing budgets for service operations organizations. Strong understanding of gross margin and operating expense drivers. Proven ability to translate operational strategies into budget forecasts and financial performance metrics. Solid understanding of Just-In-Time inventory models. Demonstrated knowledge of turnaround time requirements. Experience interpreting and operationalizing contractual Service Level Agreements. Exceptional analytical, communication, and leadership skills. Bachelor’s degree required; Master’s degree or MBA preferred.

Lead business planning and workforce management functions for virtual service center operations. Own end-to-end forecasting, capacity modeling, and staffing plans. Manage a team responsible for scheduling, real-time adherence, and performance analytics. Serve as a strategic partner to internal leaders. Present staffing plans, performance metrics, and operational strategies in internal and external client meetings. Build scalable systems and processes. Translate business objectives into workforce strategy. Drive innovation and continuous improvement in workforce tools, systems, and reporting.