Workforce Management Head

About the Role We are seeking a strategic and results-driven leader to head our Workforce Management and Business Planning function. This role will be responsible for overseeing enterprise-wide forecasting, capacity planning, workforce optimization, business analytics, and resource planning initiatives that support large-scale customer operations. The successful candidate will serve as a key business partner to senior leadership, providing data-driven insights and workforce strategies that enable sustainable growth, operational excellence, and superior customer experience. Key Responsibilities - Lead the overall Workforce Management and Business Planning function, including Forecasting, Capacity Planning, Scheduling, Real-Time Management, and Analytics. - Develop long-term workforce strategies aligned with business objectives, growth plans, and operational requirements. - Drive forecasting accuracy and resource optimization across multiple business units, programs, or channels. - Provide executive leadership with strategic recommendations based on workforce trends, operational performance, and business analytics. - Establish workforce governance frameworks, planning methodologies, and best practices. - Partner closely with Operations, Finance, HR, Talent Acquisition, and Business Leaders to develop staffing and resource plans. - Lead annual budgeting, headcount planning, and workforce investment decisions. - Identify opportunities for automation, process improvement, and operational efficiency. - Develop executive dashboards, business reviews, and performance reporting frameworks. - Build, mentor, and lead high-performing Workforce Management and Analytics teams. - Drive transformation initiatives and workforce planning projects that support organizational growth and scalability. Qualifications - Bachelor's Degree in Business, Economics, Statistics, Industrial Engineering, Mathematics, Information Systems, or related discipline. - 10+ years of progressive experience in Workforce Management, Capacity Planning, Business Planning, Analytics, or Contact Center Operations. - At least 5 years in a leadership role managing Workforce Management, Planning, or Analytics teams. - Strong experience in forecasting, capacity planning, workforce optimization, and business analytics. - Proven track record supporting large-scale operations with 500+ to 5,000+ employees. - Experience working in BPO, Shared Services, Banking, Financial Services, FinTech, Customer Experience, or Contact Center environments. - Strong executive presence and ability to influence senior stakeholders. - Advanced analytical and problem-solving capabilities. - Proficiency in workforce management platforms such as Verint, NICE, Genesys, Aspect, Calabrio, or similar tools. - Experience with Power BI, Tableau, SQL, and advanced Excel preferred. Originally posted on Himalayas