At Support Services Group, we deliver world-class outsourcing solutions across a diverse set of industries, empowering businesses to operate efficiently and with agility. Our focus is on innovation, operational excellence, and a people-driven culture that values collaboration and strategic thinking.
The Global Workforce Planning Manager is responsible for designing, implementing, and managing workforce strategies to optimize productivity and ensure the efficient allocation of resources across multiple global sites. This role requires a strategic mindset and exceptional analytical skills to forecast demand, plan capacity, and align workforce availability with the needs of our clients. The ideal candidate will work closely with regional and functional teams to drive data-driven decisions that enhance service delivery and operational efficiency.
Responsibilities will include:
- Lead and develop a high performing team of global planners
- Develop and oversee the global workforce planning strategy to ensure alignment with business goals and client service level agreements (SLAs).
- Utilize advanced analytics to forecast workforce requirements based on historical data, seasonal trends, and projected business needs.
- Collaborate with regional workforce managers to optimize resource allocation, reduce staffing gaps, and manage surplus effectively.
- Analyze key performance indicators (KPIs) related to workforce management, such as productivity rates, utilization, and attrition, and provide actionable insights to senior leadership.
- Work closely with Operations, Talent Acquisition, and Client Services teams to anticipate resource needs and develop proactive solutions.
- Leverage data to generate insights for workforce planning models and prepare comprehensive reports for senior management.
- Drive the adoption of workforce management tools and continuously seek process improvement opportunities to enhance planning accuracy and efficiency.
- Identify and mitigate risks related to workforce shortages or surpluses, and devise contingency plans to ensure uninterrupted service delivery.
Required Skills & Qualifications:
- Bachelor's degree in Business Administration, Operations Management, Data Analytics, or a related field. A master's degree or MBA is a plus.
- Minimum of 5-7 years in workforce planning, preferably within a BPO or contact center environment, with experience managing global operations.
- Proficient in workforce management software (e.g., NICE, Verint), data analysis tools (e.g., Excel, SQL, Power BI), and forecasting models.
- Strong data analysis skills with the ability to derive meaningful insights and drive strategic decisions.
- Excellent communication skills to articulate complex concepts to diverse audiences and lead cross-functional teams effectively.
- Proven ability to develop innovative solutions in a fast-paced, dynamic environment.
- Solid project management skills to lead workforce initiatives and deliver results on time.
- Experience working in a multi-site or global workforce management role.
- Familiarity with Six Sigma or Lean methodologies.
- Certification in workforce planning (e.g., CWPP) or a related area is advantageous.
Support Services Group is an award-winning global CX solutions company who creates amazing experiences for the world's best brands and their customers. We're an ambitious team of innovators, risk-takers, and game-changers: the kind of folks who thrive on solving complex problems.
