Director, Global Workforce Optimization

For our client, we are seeking a Director, Global Workforce Optimization to join the team of a leader in the Media space.

This role will shape global staffing strategy, workforce planning, and operational execution across a high-volume customer support environment. The Director will partner closely with finance, HR, and Global Operations leadership to improve efficiency, strengthen decision-making, and ensure labor resources are aligned to business needs. This position also oversees outsourced partner strategy, performance management, and location planning to support scalable service delivery.

Location: Atlanta, GA - US based candidates only, no visa sponsorship available

Compensation: $200,000 – $225,000 annually

Responsibilities

• Lead global workforce strategies, including forecasting and headcount planning
• Negotiate contracts for outsourced partners, including pricing and SLAs
• Develop and report productivity metrics to ensure resource efficiency
• Evaluate and maintain an active pipeline of prospective outsourcing partners
• Define enterprise KPIs to support labor decision-making for Global Operations leadership
• Oversee location strategy and workforce planning decision-making
• Collaborate with HR and finance teams for data-driven workforce management

Qualifications

• 10+ years of operations leadership experience preferred, especially in customer service
• Strong analytical and communication skills, both verbal and written
• Proven leadership and influential capabilities in fostering a positive culture
• Experience managing a large-scale global operations team handling high contact volumes
• Proficiency in functional and technical skills, including internet and office applications

Benefits

• Accelerated growth environment for rapid skill enhancement and career advancement
• Competitive compensation package including superior benefits
• Generous paid time off for work-life balance
• Comprehensive benefits package with 401k and health, vision, and dental insurance options
• Vibrant team-building events to foster collaboration and personal growth

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.