Director, Workforce Management

Hireright,-LL; Bengaluru; On-site; INR 3,500,000 - 6,000,000; Full time

Job summary

HireRight is seeking a Director of Workforce Management to lead forecasting, capacity planning, scheduling, and real-time performance management. The role oversees a team of WFM professionals and leverages analytics and WFM tech to optimize staffing investments and improve customer and employee outcomes.

The Director partners with Operations, Finance, HR, and executives to align workforce plans with business objectives, budget requirements, and service level commitments, while driving continuous

Qualifications

• 10+ years in workforce management, operations planning, or resource planning.
• 5+ years of leadership experience managing forecasting, staffing, scheduling, and real-time analytics teams.
• Experience in contact center, shared services, BPO, healthcare, retail, or other large-scale workforce environments.
• Demonstrated success leading workforce transformation and optimization initiatives.

Responsibilities

• Lead enterprise forecasting across short-, medium-, and long-term horizons.
• Develop hiring plans and staffing recommendations based on forecasted demand and trends.
• Oversee scheduling to balance service delivery goals and productivity.
• Direct real-time workforce operations and intraday decision-making.
• Partner with HR, Talent Acquisition, and Finance on workforce strategy and budgeting.
• Present workforce strategies and capacity plans to executive leadership.
• Mentor and develop the WFM team and governance processes.
• Drive adoption of WFM technologies and advanced analytics.

Skills

Forecasting

Capacity planning

Scheduling

Leadership

Data analytics

Stakeholder management

Education

Bachelor's degree

Master's degree preferred

Tools

Verint

NICE

Genesys

Calabrio

UKG

Power BI/Tableau

Job description

About HireRight

HireRight is the premier global background screening and workforce solutions provider. We bring clarity and confidence to vetting and hiring decisions through integrated, tailored solutions, driving a higher standard of accuracy in everything we do. Combining in-house talent, personalized services, and proprietary technology, we ensure the best candidate experience possible. PBSA accredited and based in Nashville, TN, we offer expertise from our regional centers across 200 countries and territories in The Americas, Europe, Asia, and the Middle East. Our commitment to get it right every time, everywhere, makes us the trusted partner of businesses and organizations worldwide.

Overview

The Director of Workforce Management (WFM) is responsible for leading the organization's workforce planning strategy and execution across forecasting, capacity planning, scheduling, and real-time performance management. This role ensures the right resources are available at the right time to meet business demand, service level commitments, productivity targets, and employee experience objectives.

The Director will lead a team of workforce management professionals and leverage advanced analytics, workforce technologies, and operational insights to optimize staffing investments while improving customer and employee outcomes. The role serves as a strategic business partner to operational leaders, finance, HR, and executive stakeholders.

Responsibilities

Workforce Forecasting & Demand Planning

• Develop and lead enterprise workforce forecasting strategies across short-, medium-, and long-term planning horizons.
• Create accurate volume, workload, and staffing forecasts using historical data, business drivers, growth projections, and predictive analytics.
• Partner with Operations, Finance, and Business Leadership to align workforce plans with strategic objectives and budget requirements.
• Monitor forecast accuracy and implement continuous improvement initiatives to enhance planning processes.
• Conduct scenario modeling and sensitivity analysis to support business decisions, organizational changes, and growth strategies.

Workforce Forecasting & Demand Planning

• Develop and lead enterprise workforce forecasting strategies across short-, medium-, and long-term planning horizons.
• Create accurate volume, workload, and staffing forecasts using historical data, business drivers, growth projections, and predictive analytics.
• Partner with Operations, Finance, and Business Leadership to align workforce plans with strategic objectives and budget requirements.
• Monitor forecast accuracy and implement continuous improvement initiatives to enhance planning processes.
• Conduct scenario modeling and sensitivity analysis to support business decisions, organizational changes, and growth strategies.

Capacity & Staff Planning

• Establish workforce capacity models to determine staffing requirements and resource allocation strategies.
• Lead annual, quarterly, monthly and weekly workforce planning cycles.
• Develop hiring plans and staffing recommendations based on forecasted demand, attrition trends, productivity assumptions, and business requirements.
• Collaborate with Talent Acquisition and HR to align recruitment strategies with workforce needs.
• Evaluate operational efficiency opportunities and recommend workforce optimization strategies.

Scheduling & Workforce Optimization

• Oversee development and execution of workforce schedules that balance service delivery goals, productivity targets, and employee preferences.
• Ensure compliance with labor laws, company policies, and contractual obligations.
• Drive scheduling best practices, flexible staffing models, shift optimization, and workforce utilization strategies.
• Evaluate and implement scheduling technologies and automation opportunities.
• Lead initiatives to improve schedule adherence, occupancy, and workforce utilization.

Real-Time Management & Analytics

• Direct real-time workforce operations to ensure service levels, response times, productivity, and operational KPIs are achieved.
• Monitor intraday performance and lead decision-making related to staffing adjustments and contingency planning.
• Establish real-time analytics capabilities, dashboards, and reporting frameworks.
• Identify trends, risks, and opportunities through operational data analysis.
• Provide actionable insights and recommendations to senior leadership.

Leadership & Team Development

• Build, lead, and develop a high-performing Workforce Management organization.
• Establish clear goals, performance metrics, and development plans for team members.
• Foster a culture of accountability, continuous improvement, innovation, and customer focus.
• Mentor workforce planning leaders and create succession planning strategies within the WFM function.

Strategic Partnership & Governance

• Serve as the subject matter expert for workforce management across the organization.
• Present workforce strategies, capacity plans, risks, and recommendations to executive leadership.
• Partner with Finance on budgeting, labor cost management, and productivity planning.
• Lead workforce management governance processes, performance reviews, and operational business reviews.
• Drive adoption of workforce management technologies and advanced analytics capabilities.

Qualifications

Education

• Bachelor's degree in Business, Operations Management, Finance, Statistics, Industrial Engineering, Human Resources, or related field required.
• Master's degree preferred.

Experience

• 10+ years of progressive workforce management, operations planning, or resource planning experience.
• 5+ years of leadership experience managing forecasting, staffing, scheduling, and real-time analytics teams.
• Experience in contact center, shared services, BPO, healthcare operations, retail operations, or other large-scale workforce environments preferred.
• Demonstrated success leading workforce transformation and optimization initiatives.

Technical Skills

• Expertise in workforce management systems (Verint, NICE, Genesys, Calabrio, Aspect, UKG, or similar).
• Strong forecasting and statistical modeling skills.
• Advanced proficiency in workforce analytics, KPI reporting, and dashboard development.
• Experience with business intelligence tools such as Power BI, Tableau, or similar platforms.
• Strong Excel and data analysis capabilities.
• Familiarity with AI-enabled forecasting and workforce optimization technologies preferred.