Director Workforce Management

Job Title: Director Workforce Management Location: Bangalore Department: Workforce Management Experience Required: 12 25 years in Workforce Management, preferably in BPO/Financial Services Job Summary: The Director of Workforce Management (WFM) will lead strategic planning, execution, and optimization of workforce operations across global service delivery centers. This role is pivotal in ensuring operational efficiency, service level adherence, and client satisfaction through data-driven forecasting, scheduling, and real-time management. The ideal candidate will bring deep expertise in WFM technologies, analytics, and leadership in a multi-client, multi-channel BPO environment. Key Responsibilities: Strategic Leadership: Lead a global team of WFM professionals including forecasters, schedulers, real-time analysts, and reporting specialists. Develop and execute workforce strategies aligned with business goals and client SLAs. Serve as a subject matter expert and advisor on WFM best practices and technologies. Forecasting & Capacity Planning: Oversee long-term and short-term forecasting models to support staffing and budget decisions. Analyze historical data and business trends to predict workload and staffing needs. Collaborate with cross-functional teams to align workforce plans with financial targets. Scheduling & Real-Time Management: Ensure optimal scheduling to meet service levels across multiple time zones and channels. Monitor real-time adherence and intraday performance, adjusting staffing as needed. Implement automation and AI-driven tools to enhance real-time decision-making. Technology & Systems Oversight: Own WFM platforms (for example NICE, Verint, Genesys) and ensure system integrity, upgrades, and user training. Partner with IT and vendors to troubleshoot issues and implement enhancements. Analytics & Reporting: Deliver actionable insights through dashboards and reports to senior leadership. Track KPIs such as occupancy, shrinkage, forecast accuracy, and schedule adherence. Support client reporting requirements and participate in governance reviews. Process Improvement & Compliance: Drive continuous improvement initiatives across WFM processes. Ensure compliance with labor laws, data privacy, and internal audit standards. Maintain documentation of policies, procedures, and best practices. Stakeholder Engagement: Collaborate with cross-functional teams to align workforce strategies. Influence senior stakeholders through data-driven recommendations and strategic insights. Qualifications: Bachelor's degree in Business Administration, Statistics, Operations Management, or related field (Master's degree preferred). 12+ years of experience in WFM, with at least 5 years in a leadership role. Proven experience in managing large-scale, multi-site operations in a BPO or financial services environment. Expertise in WFM tools and platforms (for example NICE IEX, Verint, Aspect). Strong analytical, communication, and leadership skills. Ability to thrive in a fast-paced, dynamic, and client-centric environment. VDart: Digital Consulting & Staffing Solutions VDart is a leading digital consulting and staffing company founded in 2007 and headquartered in Alpharetta, Georgia. VDart is one of the top staffing companies in USA & also provides technology solutions, supporting businesses in their digital transformation journey. Digital consulting services, Digital consulting agency Core Services: Digital consulting and transformation solutions Comprehensive staffing services (contract, temporary, permanent placements) Talent management and workforce solutions Technology implementation services Key Industries: VDart primarily serves industries such as automotive and mobility, banking and finance, healthcare and life sciences, and energy and utilities. VDart - Products, Competitors, Financials, Employees, Headquarters Locations Notable Partnership: VDart Digital has been a consistently strong supplier for Toyota since 2017 Digital Transformation Consulting & Strategy Services | VDart Digital , demonstrating their capability in large-scale digital transformation projects. With over 17 years of experience, VDart combines staffing expertise with technology solutions to help organizations modernize their operations and build skilled workforce capabilities across multiple sectors.