Job Description

Director, Workforce Management (WFM) – Delhi, India

Reporting Structure

  • Reports To: Program Director

  • Direct Reports: WFM Manager

  • Works Closely With: HR, Service Delivery, Learning Development & Quality, Compliance, Finance

    • Overall Purpose of the Role


    The Director, Workforce Management (WFM) is responsible for the strategic direction, governance, and operational excellence of the WFM function at the Delhi site. The role owns workforce planning strategy, ensuring staffing, capacity, and scheduling frameworks align with business growth, client commitments, and cost efficiency objectives.


    The position oversees all WFM disciplines including forecasting, scheduling, real-time operations, and analytics, while acting as a strategic partner to site leadership, clients, and cross-functional stakeholders.

    Key Responsibilities


    1. Strategi...

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