Director, Workforce Management (WFM) – Delhi, India

Reporting Structure
- Reports To: Program Director
- Direct Reports: WFM Manager
- Works Closely With: HR, Service Delivery, Learning Development & Quality, Compliance, Finance

Overall Purpose of the Role

The Director, Workforce Management (WFM) is responsible for the strategic direction, governance, and operational excellence of the WFM function at the Delhi site. The role owns workforce planning strategy, ensuring staffing, capacity, and scheduling frameworks align with business growth, client commitments, and cost efficiency objectives.

The position oversees all WFM disciplines including forecasting, scheduling, real-time operations, and analytics, while acting as a strategic partner to site leadership, clients, and cross-functional stakeholders.

Key Responsibilities

1. Strategic Workforce Planning & Capacity Management
- Define and own the WFM strategy for the Delhi site.
- Lead capacity planning and translate business forecasts into workforce plans.




- Partner with Finance and Talent Acquisition on hiring plans and workforce investment decisions.
- Develop capacity models covering growth, seasonality, shrinkage, and demand cycles.
- Conduct workforce demand and supply analysis to identify staffing gaps and optimization opportunities.

2. Forecasting, Scheduling & Governance
- Establish forecasting, scheduling, and shrinkage management standards.
- Ensure accurate forecasting and optimized scheduling to meet SLA and financial targets.
- Review and approve staffing models and capacity plans.
- Drive predictive modelling and scenario planning best practices.
- Own the WFM planning calendar and planning cycles.

3. Real-Time Operations & Performance Oversight
- Oversee real-time performance monitoring and intraday management.
- Ensure staffing optimization and adherence management.
- Promote data-driven decision making across the WFM function.

4. Analytics, Reporting & Insights
- Own WFM reporting governance

📌 Director, Workforce Management (Delhi)
🏢 International Sos
📍 Delhi