Vice President, Workforce Management

The Company is seeking a Vice President for Workforce Management to provide strategic leadership and direction across the AAPAC region. The successful candidate will be responsible for defining and leading the company's workforce management strategy, ensuring a balance between capacity, client demand, operational performance, employee experience, and financial objectives. This role demands a visionary leader who can challenge traditional workforce assumptions and leverage AI, advanced analytics, and innovative workforce models to enhance productivity, optimize labor costs, and strengthen operational performance. The Vice President will also be accountable for the performance of the regional WFM organization, establishing consistent methodologies and standards, and serving as a senior advisor to executive leadership. Candidates for this role must have a Bachelor's degree in a relevant field, with an advanced degree being advantageous, and a minimum of 15 years' of progressive workforce management experience, including at least 5 years' at a Director level or above. The ideal candidate will have a strong background in BPO, contact center, or similar service industries, with a proven track record in leading large, geographically dispersed WFM teams. Essential skills include deep expertise in forecasting, capacity planning, scheduling, and workforce analytics, as well as a strong command of contact center economics. The role requires exceptional analytical and commercial acumen, the ability to influence executive decisions, and a demonstrated capacity for leading large-scale transformation and continuous improvement. A strong understanding of AI, predictive analytics, and emerging workforce technologies is also essential, as is the ability to anticipate and plan for the impact of these technologies on workforce demand and economics.