Vice President of Workforce Management Transformation

ABOUT THE ROLE

The Vice President, Workforce Management (WFM) Transformation is a global leadership role responsible for driving the strategic transformation, modernization, and continuous improvement of SSG’s Workforce Management organization across APAC, North America and LATAM.

This role will lead the development and execution of a global WFM transformation strategy that enables SSG to operate with greater predictability, efficiency, scalability, agility and data-driven decision-making.

The VP will partner closely with senior leaders across Operations, Finance, Technology, HR/Talent Acquisition, Client Services and other corporate functions to transform how SSG forecasts demand, plans capacity, manages staffing, optimizes schedules, measures productivity, and responds to changing business requirements.

The ideal candidate is a strategic transformation leader with deep expertise in Workforce Management, contact center operations, analytics, technology, and organizational change, with the ability to translate complex operational challenges into scalable global solutions

KEY RESPONSIBILITIES

1. Global WFM Transformation Strategy

• Develop and execute SSG’s global Workforce Management transformation roadmap across APAC, North America, and LATAM.
• Establish a future-state WFM operating model aligned with SSG’s global growth and operational strategy.
• Identify opportunities to improve forecasting accuracy, capacity planning, scheduling, staffing optimization, productivity, and service-level performance.
• Standardize WFM methodologies, processes, governance, and performance standards while allowing for regional requirements and market differences.
• Lead transformation initiatives that improve operational efficiency, employee experience, client outcomes, and financial performance.
• Continuously assess emerging WFM practices, technologies, AI capabilities, and automation opportunities.

2. Technology & Digital Transformation

• Lead the modernization of SSG’s WFM technology ecosystem and transformation roadmap.
• Evaluate and implement next-generation WFM platforms, analytics solutions, automation, AI, and workforce optimization technologies.
• Partner with Technology/IT teams to define business requirements, evaluate solutions, and oversee implementation.
• Drive integration of WFM systems with relevant CRM, HRIS, payroll, scheduling, reporting, and operational platforms.
• Establish data and technology standards that enable a consistent global view of workforce performance.
• Identify opportunities to leverage AI and predictive analytics to enhance forecasting, staffing decisions, scheduling, and real-time workforce management.

3. Forecasting, Capacity Planning & Optimization

• Establish global standards for demand forecasting, capacity planning, staffing models, and scenario planning.
• Develop sophisticated forecasting and modeling approaches that account for historical trends, seasonality, attrition, productivity, shrinkage, client requirements, and business growth.
• Introduce predictive and scenario-based planning to proactively identify workforce risks and opportunities.
• Partner with Finance and Operations to align workforce plans with business forecasts, budgets, and financial objectives.
• Improve visibility into capacity, staffing gaps, excess capacity, and future workforce requirements.

4. Global Governance & Operating Model

• Establish a global WFM governance framework with clear ownership, accountability, KPIs, and decision rights.
• Define global WFM policies, standards, processes, and operating principles.
• Create consistent performance measurement across regions while accounting for market and client-specific requirements.
• Establish governance forums and executive reporting mechanisms to ensure transparency and alignment.
• Drive continuous improvement and operational discipline across regional WFM organizations.

5. Executive & Cross-Functional Leadership

• Serve as the global subject matter expert and strategic advisor on Workforce Management transformation.
• Partner with Regional Presidents, Operations VPs, Client Services, Finance, HR, Technology, and other executive stakeholders.
• Translate business strategy and client requirements into scalable workforce strategies.
• Present transformation roadmaps, business cases, risks, and performance insights to executive leadership.
• Build strong relationships with key clients and internal stakeholders when WFM transformation impacts client operations or contractual commitments.
• Influence leaders across multiple regions without relying solely on direct reporting relationships.

6. AI,