Workforce Management Leader

JOB DESCRIPTION
Workforce Management & Operational Planning

• Develop and implement workforce management strategies to optimize case distribution and resource allocation.
• Monitor workload distribution across teams and ensure assignments are aligned with employee certifications, skills, and capacity.
• Analyze workforce utilization, case volumes, productivity trends, and operational bottlenecks.
• Identify opportunities to improve efficiency, reduce workload imbalances, and support business objectives.
• Partner with operational leaders to establish objective and scalable workload assignment processes.

Training & Certification Management

• Coordinate training programs across GBS, Customer Care, and Market Leadership teams.
• Identify training needs through quality findings, operational metrics, performance trends, and stakeholder feedback.
• Develop certification roadmaps to support employee growth and operational readiness.
• Manage and track employee progression through certification levels (White Belt, Yellow Belt, Green Belt, Black Belt).
• Coordinate with certified trainers and subject matter experts to deliver learning programs and certification activities.
• Ensure training materials, practice scenarios, and learning resources are current and effective.

Quality & Continuous Improvement

• Review quality findings and operational trends to identify recurring issues and skill gaps.
• Partner with leaders to implement targeted training and reinforcement plans.
• Monitor quality metrics and support initiatives aimed at achieving and maintaining service excellence targets.
• Collaborate with regional and global stakeholders to benchmark best practices and implement continuous improvement initiatives.
• Support operational audits and track corrective actions resulting from quality assessments.

Analytics & Reporting

• Analyze operational and workforce data using reporting tools and dashboards.
• Translate complex data into actionable insights and recommendations.
• Monitor key performance indicators related to workforce utilization, quality, training effectiveness, certifications, and service delivery.
• Prepare reports and present findings to leadership teams.
• Utilize Power BI and other business intelligence tools to evaluate trends and support decision-making.

Stakeholder Collaboration

• Work closely with team leaders, quality teams, trainers, and regional stakeholders.
• Partner with global counterparts to identify best practices and standardize processes.
• Facilitate cross-functional initiatives that improve operational performance and employee capability development.

QUALIFICATIONS

• Bachelor's degree in Industrial Engineering, Statistics, Actuarial Science, Economics, Finance, Business, or a related field.
• 5+ years of experience in workforce management, operations, quality, continuous improvement, training coordination, or business operations.
• Experience coordinating cross-functional projects and working with multiple stakeholder groups.
• Strong analytical and problem-solving skills.
• Experience interpreting operational metrics and performance data.
• Advanced Excel skills and experience working with reporting tools.
• Experience using Power BI to analyze and interpret business data.
• Strong communication and presentation skills.
• Intermediate to advanced English proficiency.

Preferred

• Experience supporting Customer Care, Shared Services, Global Business Services, or Operations environments.
• Knowledge of workforce planning methodologies and resource allocation practices.
• Lean Six Sigma, Yellow Belt, Green Belt, or Black Belt certification.
• Experience managing learning, certification, or capability development programs.
• Familiarity with quality management and audit processes.

What you'll experience working for ULS
UL Solutions has been pioneering change since 1894 and we're still leading the way. From day one, we've blazed a trail protecting the planet and everyone on it. Our teams have influenced billions of products, plus services, software offerings and more. We break things, burn things and blow things up. All in the name of safety science.
That's where you come in - because none of it could happen without you. It takes passion to protect people, problem-solving to safeguard personal data and conviction to make the world a more sustainable place. It takes bold ideas and brilliant minds to build a better world for future generations across the globe.
This is more than a job. It's a calling. A passion to use our expertise and play our part in creating a more secure, sustainable world today - and tomorrow. As a member of our safety science community, you'll use your ideas, your energy and your ambition to innovate, challenge and ultimately, help create a safer world.
Everyone here is unique. But we're also a global community, working together to help create a safer world. Join UL Solutions and you can connect with the brightest minds in the business, all bringing their distinct perspectives and diverse backgrounds together to deliver real change.
Empowering our customers to keep the world safe means thinking ahead. It means investing in training and empowering our people to learn and innovate. At UL Solutions, we help build a better future - one where everyone benefits.
Join UL Solutions to be at the center of safety. To learn more about us and the work we do, visit UL.com
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ABOUT US
A global leader in applied safety science, UL Solutions (NYSE: ULS) transforms safety, security and sustainability challenges into opportunities for customers in more than 110 countries. UL Solutions delivers testing, inspection and certification services, together with software products and advisory offerings, that support our customers' product innovation and business growth. The UL Mark serves as a recognized symbol of trust in our customers' products and reflects an unwavering commitment to advancing our safety mission. We help our customers innovate, launch new products and services, navigate global markets and complex supply chains, and grow sustainably and responsibly into the future. Our science is your advantage.