Global Workforce Strategy Lead - AI-Driven Operations

Rozgoo; United States; Remote; USD 170,000 - 235,000; Full time

Benefits offered by this job

Bonus eligibility

Equity package

Benefits

Job summary

Rozgoo is seeking a Senior Manager, Global Workforce Management to scale forecasting, capacity planning, scheduling, and optimization for a global customer operations footprint of 4,000+ agents. You will lead a team, partner with Ops, Finance, Analytics, and Technology, and drive AI-driven improvements in workforce efficiency and service levels.

This full-time role offers a base salary from $170,000 to $235,000, plus bonus, equity, and benefits, with final offer commensurate with location,

Qualifications

• 7+ years of workforce management experience in large-scale operations.
• 3+ years of people leadership experience.
• Expertise in forecasting, capacity planning, scheduling, real-time management, and workforce analytics.
• Experience supporting operations across geographies, channels, and vendor partners.
• Strong analytical skills with ability to translate data into actionable recommendations.
• Experience driving process improvements and cross-functional initiatives.

Responsibilities

• Lead forecasting, capacity planning, scheduling, and workforce optimization across 4,000+ agents.
• Develop staffing plans aligning demand, service levels, employee experience, and financial goals.
• Collaborate with Operations, Finance, Vendor Management, Analytics, and Technology teams.
• Monitor performance, identify risks/opportunities, and adjust staffing to improve outcomes.
• Improve forecast accuracy, staffing efficiency, and schedule effectiveness.
• Champion AI, automation, and emerging workforce technologies to boost scalability and decision-making.

Skills

Forecasting

Capacity planning

Scheduling

Real-time management

Workforce analytics

Job description

Rozgoo is seeking a Senior Manager, Global Workforce Management to scale forecasting, capacity planning, scheduling, and optimization for a global customer operations footprint of 4,000+ agents. You will lead a team, partner with Ops, Finance, Analytics, and Technology, and drive AI-driven improvements in workforce efficiency and service levels.

This full-time role offers a base salary from $170,000 to $235,000, plus bonus, equity, and benefits, with final offer commensurate with location,