VP, Global Workforce Management Full Time NEW

VP, Global Workforce Management

About VXI

VXI Global Solutions is a BPO leader in customer service, customer experience, and digital solutions. Founded in 1998, the company has 40,000 employees in more than 40 locations in North America, Asia, Europe, Africa, and the Caribbean. We deliver omnichannel and multilingual support, software development, quality assurance, CX advisory, and automation & process excellence to the world’s most-respected brands.

VXI is one of the fastest growing, privately-held business services organizations in the United States and the Philippines, and one of the few US-based customer-care organizations in China.

VXI is also backed by private equity investor Bain Capital. Our initial partnership ran from 2012 to 2016 and was the beginning of prosperous times for the company. During this period, not only did VXI expand our footprint in the US and Philippines, but we also gained ground in the Chinese and Central American markets. Additionally, we acquired Symbio, expanding our global services offering and enhancing our competitive position.

In 2022, Bain Capital re-invested in the organization after completing a buy-out from Carlyle. This is a rare occurrence in the private equity space and shows the level of performance VXI delivers for our clients, employees, and to shareholders.

For more information about VXI, visit: www.vxi.com

For more information about our partnership with Bain, please visit: https://www.baincapital.com/news/bain-capital-completes-acquisition-vxi-global-solutions

About the Opportunity

The Vice President of Global Workforce Management at VXI Global Solutions, will define and drive a compelling, enterprise‑wide WFM strategy, shaping the future of workforce planning across multiple continents. This executive role is pivotal to our global delivery and client success, with full P&L accountability and oversight of world‑class forecasting, capacity planning, scheduling, and real‑time operations. The Vice President of Global Workforce Management will lead high‑impact transformation at scale, embracing efficiency and innovation through advanced technologies and continuous improvement. By championing collaboration, creativity, and cross‑functional leadership, this leader will elevate workforce performance, optimize cost-to-serve, and deliver exceptional outcomes aligned with VXI’s ambitious business objectives.

At VXI, we don’t rely on the way things have always been done. We are built for agility, speed, and results. We question and measure everything. Results driven, focusing on execution. Fiercely proud of our startup DNA.

Responsibilities

Global Strategy & Transformation

• Develop and drive a cohesive, forward‑looking global WFM strategy that aligns with VXI’s enterprise goals.
• Translate strategic goals into scalable transformation initiatives—processes, systems, and organizational redesign.
• Establish WFM center of excellence, driving standardization and continuous improvement using data-driven practices.

Operational Leadership

• Oversee end‑to‑end WFM delivery across forecasting, capacity planning, scheduling, and intraday management to meet SLA, quality, and budget goals.
• Optimize global cost-to-serve and resource utilization, identifying efficiency levers and system improvements.

Client & Stakeholder Engagement

• Act as the primary WFM executive for global clients, participate in RFPs, and deliver insights to enhance client relationships and drive retention.
• Partner with the C-suite, Operations, HR, Finance, IT, etc., to align workforce capability with business strategy and new initiatives (e.g., technology rollouts, site expansions).

Team Leadership & Culture

• Build, mentor, and inspire a high-performing global WFM team, embedding succession planning and professional development.
• Champion a culture of innovation, accountability, and high performance consistent with VXI’s values.

Financial & Performance Management

• Own budgeting, forecasting, and P&L management for global WFM operations.
• Establish KPIs and dashboards to provide senior leadership transparent visibility into capacity, cost, and performance outlook.

Technology & Innovation

• Lead adoption of advanced WFM tools and platforms; drive tech-enabled automation and optimization in scheduling and real-time decision-making.
• Explore AI-enhanced forecasting and scheduling models to boost accuracy and agility.

Qualifications and Experience

• Bachelor’s degree required; MBA or advanced degree preferred.
• 12+ years in workforce management within global BPO or contact center operations, with a minimum of 7 years in senior leadership overseeing global/multi-site operations.
• Strategic thinker with strong analytical capabilities and financial acumen.
• Expert in global forecasting, capacity planning, scheduling, real-time management.
• Proficient in WFM platforms (e.g., IEX, Verint, Genesys, NICE).
• Advanced problem-solver with a continuous improvement mindset; Six Sigma or equivalent preferred.
• Exceptional communication and stakeholder management skills at the C-level.
• Experienced in change leadership, influencing across regions and SLAs.
• Proven ability to build and lead global teams.
• Track record of delivering innovation and operational excellence.
• Client-facing excellence; builds trust, credibility, and influence internationally.

This description portrays in general terms the type and level(s) of work performed and is not intended to be all-inclusive, nor the specific duties of any one incumbent.

Location: Remote

Travel: Occasional, both domestic and international

Reporting to: COO