Director of Workforce Management - Global

Director of Workforce Management - Global

Acquire BPO is an award-winning business process outsource provider, to some of the world’s largest brands operating contact centers and back-office services from offshore, nearshore, and onshore locations to clients globally and serviced from Australia, Dominican Republic, Philippines and the United States. Known for our commitment to safety, flexibility, and innovation, we strive to be the partner of choice for businesses looking to leverage the best global BPO and AI resources. Our employee value proposition, Come for a career, stay for the fun, underscores our commitment to a vibrant, inclusive, and engaging work environment.

Why Join the A-Team?

Come for a career, stay for the fun!

• Grow your career - yes, we love to promote internally
• Do meaningful work and collaborate with the best
• Celebrate at our employee engagement events
• Bi-weekly pay
• Eligibility for Benefits: Health Insurance, Life Insurance, 401K plan and more
• Paid Time Off and Company Paid Holidays

A Glimpse Into Your New Role

As the Director of Workforce Management, you will lead and manage the Workforce Management Team, overseeing global support operations for internal customers and external clients across all Acquire BPO locations and regions (Australia, Dominican Republic, Philippines and the United States). Your leadership will be instrumental in driving performance, ensuring compliance, and optimizing workforce planning to support strategic business objectives and key performance indicators (KPIs).

Your role is critical to meeting and exceeding program Key Performance Indicator (KPI) targets and supporting the company's Objectives and Key Results (OKRs). You will foster strong relationships with both internal stakeholders and clients, while ensuring the global Workforce Management team adheres to all risk, information security, company policy and compliance standards. Strict enforcement of information security protocols is a key responsibility. Acquire BPO is a values-led organization, and we expect every team member to embody our core values: Collaboration, Impact, Passion, and Transparency.

• Lead and manage daily operations of the global Workforce Management team across multiple sites and geographies.
• Oversee forecasting, scheduling, capacity planning, and real-time operations for contact centers and back-office programs.
• Mentor, coach, and evaluate WFM managers, supervisors, and analysts to ensure team development and performance excellence.
• Partner with Client Services and Operations leadership as a trusted advisor on WFM strategies and operational efficiency.
• Ensure WFM team training and support aligns with best practices and organizational goals.
• Monitor and drive performance reviews, ensuring team KPIs and service level agreements are met.
• Lead centralized capacity planning efforts, providing strategic insights to senior leadership including the CEO, COO, CCO, and VP of Operations.
• Maintain accurate workforce schedules, rosters, and databases for all operational personnel.
• Develop and maintain workforce-related reports, systems, and scheduling tools.
• Plan and support client-facing forecasting and capacity meetings.
• Lead real-time management of scheduling adherence, attendance monitoring, and productivity analysis.
• Ensure compliance with company and local policies and maintain rigorous standards for data security and confidentiality.
• May be required to provide workforce planning data to support sales pitches and project planning for new client onboarding.
• Perform additional duties as required by leadership.

What You'll Bring

• Bachelor's degree preferred; relevant WFM experience and certifications may substitute.
• Minimum 5 years of experience in Workforce Management, preferably in contact centers and back-office operations.
• Minimum 3 years of managerial experience leading WFM teams in a dynamic, global environment.
• Strong analytical, decision-making, critical thinking and organizational skills.
• Ability to develop and implement policies, procedures, and training materials.
• Highly proficient in MS Excel and experienced with workforce management systems such platforms such as Genesys, Verint, NICE CXone,, and real-time monitoring tools.
• Knowledge and experience with industry platforms, databases and software such as Avaya, Cisco, CMS, Zendesk, Salesforce Tableau, and ZenDesk, a plus.
• Excellent communication skills with the ability to engage across all organizational levels.
• Proven ability to manage confidential information and work effectively with diverse teams.
• Must possess a valid passport and be open to travel internationally, as needed. 

With a diverse global team working together, we proudly embrace and live these shared values:

• Collaboration: Brilliant jerks can be brilliant elsewhere.
• Impact: Do, get it done, create impact.
• Passion: Be positive and bring passion and energy.
• Transparency: A transparent team can help each other.

What are you waiting for?

Join the A-Team and experience the A-Life!

Acquire BPO is an Equal Opportunity Employer

http://Welcome to Acquire BPO (youtube.com)

Join the A-Team and experience the A-Life!