Director of Business Intelligence & Workforce Management

About the role

The Director of Business Intelligence & Workforce Management will design and run a data‑driven performance and workforce intelligence function that supports CCD’s growth, operational excellence and service delivery. Reporting to senior leadership, the role bridges strategy and daily execution by delivering reliable forecasting, capacity planning and actionable insights across Operations, Customer Success and Finance.

Key responsibilities

• Define and execute the annual BI & WFM roadmap, aligning initiatives with business strategy.
• Design, implement and continuously improve forecasting, staffing and capacity planning models to meet SLAs and cost targets.
• Lead automation and process redesign projects to reduce manual effort and increase operational reliability.
• Establish data‑governance standards, ownership, quality controls and a single source of truth for metrics.
• Develop, maintain and promote executive dashboards, reporting suites and self‑service BI solutions.

Required profile

• Bachelor’s degree in Business Administration, Economics, Engineering or related field.
• Minimum 4 years of progressive Workforce Management experience in the BPO industry.
• Fluent in Spanish and English.
• Proficient with Microsoft Office applications.

Required skills

• Microsoft Office

What we offer

• Opportunity to influence talent development and business results in a high‑performance environment.
• Collaborative, cross‑functional exposure with continuous growth and leadership development.