Global Workforce Management Leader (Contact Center)

Key Responsibilities Multi-Horizon Planning: Oversee the end-to-end forecasting and capacity planning pipeline, managing dedicated planners to predict call volumes and staffing needs across short, mid, and long-term horizons. Schedule Ownership & Sign-off: Direct the agent scheduling process and sign off on final rosters across all regions, ensuring optimal coverage that respects local labor laws in the US, Costa Rica, and the Philippines. Tactical Intraday Command: Direct real-time steering. Holds absolute authority to instruct local operations to move agents between lines of business, queues, and countries during SLA emergencies (local operations are informed of moves, not negotiated with). Shrinkage & Risk Management: Monitor, track, and proactively flag shrinkage metrics (e.g., absenteeism, unplanned time off, meeting/training overhead) and escalate remediation plans directly to the GOM. Data-Driven Reporting: Provide daily, weekly, and monthly performance reviews analyzing SLA delivery, forecast accuracy, shrinkage impact, and agent occupancy levels to the GOM. Leadership Style & Competencies The "Air Traffic Controller": Highly decisive, calm under pressure, and comfortable commanding a room. Able to make rapid, high-stakes tactical decisions to save SLAs. Analytical Powerhouse: Gifted with numbers, statistical forecasting models, and trend analysis. Assertive Communicator: Confident in giving direct instructions to local Site Managers to relocate staffing resources globally.