Director of Workforce Management

We're an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world

At Acquire Intelligence, our mission is to help business work smarter.

We bring together the best people, efficient processes, and automation to help companies grow faster and operate with confidence.

Our purpose is to simplify how businesses work, improve performance, and lead meaningful change across the globe.

If you're passionate about making a real impact through innovation and collaboration, Acquire Intelligence is the place to grow your career.

Advance Your Career - Join us today and be part of a team where your work makes an impact

WHY JOIN THE A-TEAM?

Come for a career, stay for the fun

• HMO coverage for you and your family
• Yearly Kick-Off Parties with major giveaways (like the car in 2024)
• Get recognized through our 'Value Awards'
• Grow your career – yes, we love to promote internally
• Do meaningful work and collaborate with the best
• 900 promotions given each year
• 2,700+ leadership training courses

A SNAPSHOT OF YOUR ROLE

As the Director of Workforce Management, you will lead and manage the Workforce Management Team, overseeing global support operations for internal customers and external clients across all Acquire Intelligence locations and regions (Australia, Dominican Republic, Philippines and the United States). Your leadership will be instrumental in driving performance, ensuring compliance, and optimizing workforce planning to support strategic business objectives and key performance indicators (KPIs).

Your role is critical to meeting and exceeding program Key Performance Indicator (KPI) targets and supporting the company's Objectives and Key Results (OKRs). You will foster strong relationships with both internal stakeholders and clients, while ensuring the global Workforce Management team adheres to all risk, information security, company policy and compliance standards. Strict enforcement of information security protocols is a key responsibility.

Acquire Intelligence is a values-led organization, and we expect every team member to embody our core values: Curious and Clever, Entrepreneurial Energy, Fast with Intent, Laugh and Learn.

• Lead and manage daily operations of the global Workforce Management team across multiple sites and geographies.
• Oversee forecasting, scheduling, capacity planning, and real-time operations for contact centers and back-office programs.
• Mentor, coach, and evaluate WFM managers, supervisors, and analysts to ensure team development and performance excellence.
• Partner with Client Services and Operations leadership as a trusted advisor on WFM strategies and operational efficiency.
• Ensure WFM team training and support aligns with best practices and organizational goals.
• Monitor and drive performance reviews, ensuring team KPIs and service level agreements are met.
• Lead centralized capacity planning efforts, providing strategic insights to senior leadership including the CEO, COO, CCO, and VP of Operations.
• Maintain accurate workforce schedules, rosters, and databases for all operational personnel.
• Develop and maintain workforce-related reports, systems, and scheduling tools.
• Plan and support client-facing forecasting and capacity meetings.
• Lead real-time management of scheduling adherence, attendance monitoring, and productivity analysis.
• Ensure compliance with company and local policies and maintain rigorous standards for data security and confidentiality.
• May be required to provide workforce planning data to support sales pitches and project planning for new client onboarding.
• Perform additional duties as required by leadership.

WHAT YOU'LL BRING

• Bachelor's degree preferred; relevant WFM experience and certifications may substitute.
• Minimum 5 years of experience in Workforce Management, preferably in contact centers and back-office operations.
• Minimum 3 years of managerial experience leading WFM teams in a dynamic, global environment.
• Strong analytical, decision-making, critical thinking and organizational skills.
• Ability to develop and implement policies, procedures, and training materials.
• Highly proficient in MS Excel and experienced with workforce management systems such platforms such as Genesys, Verint, NICE CXone,, and real-time monitoring tools.
• Knowledge and experience with industry platforms, databases and software such as Avaya, Cisco, CMS, Zendesk, Salesforce Tableau, and ZenDesk, a plus.
• Excellent communication skills with the ability to engage across all organizational levels.
• Proven ability to manage confidential information and work effectively with diverse teams.
• Must possess a valid passport and be open to travel internationally, as needed. 

WHAT WE VALUE

We're proud of our diverse global team, all working in a collaborative environment and happy to share these common values:

• Curious and Clever: Smart questions spark smart solutions.
• Entrepreneurial Energy: Think like an owner. Solve like a founder.
• Fast with Intent: We move fast and deliver real results.
• Laugh and Learn: We don't take ourselves too seriously, just our results.

What are you waiting for?

Join the A-Team and experience the A-Life