Global Workforce Management Leader – Contact Center

About the role

The Global Workforce Management Leader acts as the "air traffic controller" for Bosch Service Solutions' international contact centre. Based onsite in Fort Lauderdale, this senior position owns the end‑to‑end workforce management pipeline and directs real‑time intraday steering to balance customer demand with agent supply while meeting global Service Level Agreements.

Key responsibilities

• Oversee multi‑horizon forecasting and capacity planning, managing a team of planners to predict call volumes and staffing needs.
• Own the scheduling process, approving final rosters for the US, Costa Rica, and the Philippines while respecting local labour regulations.
• Direct tactical intraday steering, reallocating agents across queues, lines of business, and countries during SLA emergencies.
• Monitor shrinkage metrics (absenteeism, unplanned time off, training) and trigger remediation plans with the Global Operations Manager.
• Produce data‑driven performance reports (daily, weekly, monthly) on SLA delivery, forecast accuracy, shrinkage impact, and agent occupancy.

Required profile

• Minimum 5 years of workforce management leadership experience in multi‑site, multi‑queue environments.
• Proven ability to make decisive, calm decisions under pressure and to lead cross‑functional teams.
• Strong analytical mindset with a focus on cost‑efficiency and SLA compliance.

Required skills

• Advanced, hands‑on expertise with Verint Workforce Management software.
• Experience configuring and operating ACD telephony systems such as Genesys, Avaya, and Cisco.