Workforce Management Lead, Customer Support - Trust & Safety

urce allocation based on the capacity forecast in order to deliver BPO and in-house recruitment plans on a regular basis. Optimize and streamline BPO budget & resource allocation processes.

• Lead and manage a Workforce & Queue management team globally, supporting their development and championing a high-performance culture.
• Design & implement scheduling strategies across global time zones, ensuring compliance with regional labor laws and business needs.
• Build forecasting models balancing cost, capacity, and user/employee experience for multiple LOBs.
• Monitor real-time staffing status and provide feedback to the operations planning team if reallocation of the workforce is needed.
• Continuously assess the staffing status and distribution, prepare long-term partnership portfolio strategies that align with our resourcing, cost, and compliance expectations, and ensure its execution.
• Drive BPO budgeting, cost optimization initiatives, and financial governance to ensure effective workforce allocation, cost management, and financial compliance.
• Initiate, monitor, and implement projects to optimize our workforce cost structure to achieve efficiency and maximize our partner's resource utilization.
• Work closely with the Customer Service platform team, providing support for optimizing existing tools and designing new tools for workforce allocation, continuously looking for areas to improve efficiency and achieve operational excellence.
• Manage change initiatives to facilitate WFM system adoption across regions.

Qualifications

Minimum Qualifications

• Bachelor's degree in a quantitative field (e.g., Finance, Mathematics, Data Visualization, Economics, Supply Chain Management) with 5+ years experience in global workforce management (BPO/multi-site environment preferred).
• Experience in managing and leading teams from diverse backgrounds and skillsets, including objective setting and performance reviews.
• Advanced proficiency in MS Excel, capable of translating analytical results into clear insights or solutions.
• Proven experience in workforce management, with a focus on hands-on capacity planning in a multi-channel & multi-site tech company
• Deep understanding of workforce management, including volume & headcount forecasting, shift plans scheduling, performance monitoring and processes/system optimising etc.
• Solid project/program management expertise with proven experience to execute a budget/ workforce plan with both internal and external stakeholders in a timely manner; able to identify risks and provide contingency plans.
• Excellent communication skills in English (both written and spoken); Proven experience in stakeholder management with strong ability to collaborate and influence stakeholders, utilize resources from all parties for positive output.

Preferred Qualifications

• Proficiency with data analytics tools (e.g., SQL, Power BI, Tableau).
• Experience in vendor/partnership management would be preferred.
• Background in BPO or call center operations would be a plus.
• Resilience and a commitment to self-care, given the emotional demands of the Trust & Safety domain.