Director, Workforce Management (WFM) – Delhi, India

Reporting Structure

• Reports To: Program Director
• Direct Reports: WFM Manager
• Works Closely With: HR, Service Delivery, Learning Development & Quality, Compliance, Finance

Overall Purpose of the Role

The Director, Workforce Management (WFM) is responsible for the strategic direction, governance, and operational excellence of the WFM function at the Delhi site. The role owns workforce planning strategy, ensuring staffing, capacity, and scheduling frameworks align with business growth, client commitments, and cost efficiency objectives.

The position oversees all WFM disciplines including forecasting, scheduling, real-time operations, and analytics, while acting as a strategic partner to site leadership, clients, and cross-functional stakeholders.

Key Responsibilities

1. Strategic Workforce Planning & Capacity Management

• Define and own the WFM strategy for the Delhi site.
• Lead capacity planning and translate business forecasts into workforce plans.
• Partner with Finance and Talent Acquisition on hiring plans and workforce investment decisions.
• Develop capacity models covering growth, seasonality, shrinkage, and demand cycles.
• Conduct workforce demand and supply analysis to identify staffing gaps and optimization opportunities.

2. Forecasting, Scheduling & Governance

• Establish forecasting, scheduling, and shrinkage management standards.
• Ensure accurate forecasting and optimized scheduling to meet SLA and financial targets.
• Review and approve staffing models and capacity plans.
• Drive predictive modelling and scenario planning best practices.
• Own the WFM planning calendar and planning cycles.

3. Real-Time Operations & Performance Oversight

• Oversee real-time performance monitoring and intraday management.
• Ensure staffing optimization and adherence management.
• Promote data-driven decision making across the WFM function.

4. Analytics, Reporting & Insights

• Own WFM reporting governance and data accuracy.
• Deliver insights on service levels, forecast accuracy, cost efficiency, shrinkage, and attrition.
• Identify root causes of operational performance issues.
• Improve dashboards, automation, and analytics capabilities.

5. Stakeholder Management & Client Engagement

• Provide WFM leadership for strategic initiatives.
• Act as senior WFM representative in client engagements and executive reviews.
• Build partnerships with Operations, Finance, HR, and Technology teams.
• Participate in account planning and business mobilization.
• Serve as escalation point for workforce-related challenges.

6. Technology, Process Innovation & Governance

• Govern WFM platforms (NICE, Verint, eWFM, Avaya).
• Standardize WFM processes and governance frameworks.
• Lead continuous improvement and automation initiatives.
• Ensure data integrity, compliance, and audit readiness.

7. Leadership & Team Development

• Lead, coach, and develop WFM Managers, Analysts, and Scheduling Specialists.
• Define performance expectations and career development paths.
• Drive succession planning and capability development.
• Foster accountability, analytical rigor, and continuous improvement.

Key Metrics / Success Measures

• Service Level / SLA achievement
• Forecast accuracy
• Schedule adherence
• Shrinkage control
• Cost per FTE
• Staffing efficiency
• Reporting accuracy and timeliness
• Headcount planning effectiveness
• Team performance and retention
• Client satisfaction with WFM delivery

Requirements

• Strong strategic leadership experience in WFM within Contact Centre/BPO environments.
• Deep expertise in forecasting, capacity planning, scheduling, and real-time management.
• Advanced knowledge of NICE, Verint, Avaya, eWFM or similar tools.
• Strong stakeholder management and presentation skills.
• Proven experience leading and developing WFM teams.
• Strong commercial and operational understanding.
• Experience in high-growth or fast-paced service environments.

Qualifications

• 12+ years of Workforce Management experience.
• 4–5+ years in senior leadership roles (Head of WFM, WFM Director, or equivalent).
• Experience in multi-site or regional operations.
• Bachelor's Degree in Business, Analytics, Statistics, Operations Management, or related field.
• MBA or advanced degree preferred.
• Proven WFM transformation and operational excellence experience.
• Client-facing WFM delivery experience preferred.

Language

• Excellent spoken and written English.

Travel

• Occasional travel to client locations or other Aspire sites as required.