Workforce Management (Lead, Manager, Director)

Qualifications:

• Bachelor's degree in Business Administration, Operations Management, or related filed, preferred not required

• 15+ years of experience in workforce management, with at least 8 years in senior leadership role

• Proven track record of managing large-scale WFM operations for major clients

• Expert knowledge of WFM best practices, technologies, and industry trends

• Excellent leadership, communication, and strategic thinking skills

• Strong communication, negotiation, conflict management and influencing skills across all levels with both internal and external audiences

• Experience in managing large teams and driving organizational change

• Demonstrated ability to deliver results in a high-pressure, fast-paced environment.

• Language Proficiency Level: C1 CEFR using EFSET Voice/SHL (Internal Language Assessment)

Job Description:

1. Strategic WFMaaS Leadership

- Develop and implement comprehensive WFMaaS strategies aligned with both the client's sales objectives and overall business goals

- Drive innovation in WFM practices, leveraging cutting-edge technologies and methodologies

- Collaborate with C-level executives to integrate WFMaaS strategies with overall business plans

- Lead the creation and validation of short-term volume forecasts, ensuring accuracy and reliability

- Oversee real-time monitoring operations to optimize workforce allocation and performance

2. Client Relationship Management

- Serve as the primary executive point of contact for the client's senior leadership on WFMaaS matters

- Build and maintain strong relationships with key client stakeholders at senior levels

- Present complex WFM insights and strategic recommendations to client executives

- Proactively identify and address client needs, ensuring high satisfaction and account growth

- Collaborate with vendor POCs to improve performance and share best practices amongst sites

3. Operational Excellence and Performance Optimization

- Establish and monitor key performance indicators (KPIs) for WFMaaS effectiveness and efficiency

- Analyze performance data to identify trends, opportunities, and areas for improvement

- Implement strategies to enhance forecast accuracy, real-time responsiveness, and analytical insights

4. Team Leadership and Development

- Lead and mentor a large team of WFM specialists, data analysts, and real-time monitoring experts

- Foster a culture of excellence, innovation, and continuous learning within the WFMaaS function

- Develop succession plans and career paths for key WFMaaS roles

- Drive the development and implementation of best practices in forecasting, real-time management, and workforce analytics

5. Financial Management and Budgeting

- Manage the WFMaaS budget, ensuring optimal resource allocation and cost control

- Oversee the development of comprehensive reports and dashboards for client stakeholders

- Lead the creation of predictive models and scenario analyses to support strategic decision-making

- Develop strategies to translate complex WFM data into clear, impactful business recommendations

- Identify and implement cost-saving initiatives while maintaining service quality

6. Analytics and Reporting

- Oversee the development of advanced analytics and reporting capabilities

- Leverage data-driven insights to inform strategic decision-making and improve operations

- Present complex WFM data and recommendations to senior leadership and the client

7. Technology and Process Innovation

- Lead the adoption and integration of advanced WFM technologies and analytics tools

- Develop custom solutions to meet the unique needs of the client's sales operations

- Collaborate with IT teams to ensure robust and scalable WFMaaS technology infrastructure

- Drive continuous evaluation and implementation of new methodologies in forecasting, scheduling, and real-time management

8. Cross-functional Collaboration and Risk Management

- Work closely with other departments (Operations, HR, Finance, IT) to ensure integrated workforce solutions

- Participate in company-wide initiatives and represent the WFMaaS function in executive-level meetings

- Ensure all WFMaaS practices comply with relevant labor laws, regulations, and client contracts

- Develop and implement risk mitigation strategies for workforce-related issues

9. Other Duties and Responsibilities

- Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.

- Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX