Senior Vice President, Workforce Management

Senior executive

Career Explorer · Customer Operations & Contact Centers · Workforce Management Management

M7 · Senior Vice PresidentIndividual contributorSenior Vice President

Standard where organizational scale supports the level

What the role involves

Autonomy: Multiple global functions / large business
Scope: Multiple global functions / large business
Time horizon: 3-5+ years
Expertise and judgement: Shapes corporate portfolio, enterprise tradeoffs and executive talent
Expected impact: Enterprise-wide growth, resilience and strategic execution

Expected skills (24)

Grouped as human, professional and technical. Target proficiency uses the P1–P5 scale, and each row says what that level means for that particular skill.

Human (13)

Skill	Importance	Target	What that level looks like
Coaching Collaboration & Leadership	Core	P5	Defines enterprise or industry practice, develops other experts and shapes strategy through the skill.
Decision making Thinking & Judgment	Core	P5	Defines enterprise or industry practice, develops other experts and shapes strategy through the skill.
Delegation Collaboration & Leadership	Core	P5	Defines enterprise or industry practice, develops other experts and shapes strategy through the skill.
Executive communication Communication & Influence	Core	P5	Defines enterprise or industry practice, develops other experts and shapes strategy through the skill.
Feedback delivery Collaboration & Leadership	Core	P5	Defines enterprise or industry practice, develops other experts and shapes strategy through the skill.
Risk judgment Thinking & Judgment	Core	P5	Defines enterprise or industry practice, develops other experts and shapes strategy through the skill.
Stakeholder management Communication & Influence	Core	P5	Defines enterprise or industry practice, develops other experts and shapes strategy through the skill.
Strategic thinking Thinking & Judgment	Core	P5	Defines enterprise or industry practice, develops other experts and shapes strategy through the skill.
Talent development Collaboration & Leadership	Core	P5	Defines enterprise or industry practice, develops other experts and shapes strategy through the skill.
Conflict resolution Communication & Influence	Supporting	P5	Defines enterprise or industry practice, develops other experts and shapes strategy through the skill.
De-escalation Operational Human Skills	Supporting	P5	Shapes enterprise culture and leader expectations through De-escalation.
Inclusive leadership Collaboration & Leadership	Supporting	P5	Defines enterprise or industry practice, develops other experts and shapes strategy through the skill.
Service empathy Operational Human Skills	Supporting	P5	Shapes enterprise culture and leader expectations through Service empathy.

Professional (11)

Skill	Importance	Target	What that level looks like
Business acumen Business & Strategy	Core	P5	Defines enterprise or industry practice, develops other experts and shapes strategy through the skill.
Financial acumen Business & Strategy	Core	P5	Defines enterprise or industry practice, develops other experts and shapes strategy through the skill.
Performance management Business & Strategy	Core	P5	Defines enterprise or industry practice, develops other experts and shapes strategy through the skill.
Case management Customer Operations & Contact Centers	Supporting	P5	Defines enterprise strategy or external practice for Case management and develops other experts.
Contact center analytics Customer Operations & Contact Centers	Supporting	P5	Defines enterprise strategy or external practice for Contact center analytics and develops other experts.
Customer Satisfaction (CSAT) Customer Operations & Contact Centers	Supporting	P5	Defines enterprise strategy or external practice for Customer Satisfaction (CSAT) and develops other experts.
Customer escalation management Customer Operations & Contact Centers	Supporting	P5	Defines enterprise strategy or external practice for Customer escalation management and develops other experts.
First Contact Resolution (FCR) Customer Operations & Contact Centers	Supporting	P5	Defines enterprise strategy or external practice for First Contact Resolution (FCR) and develops other experts.
Omnichannel customer service Customer Operations & Contact Centers	Supporting	P5	Defines enterprise strategy or external practice for Omnichannel customer service and develops other experts.
Resource management Program, Risk & Sustainability	Supporting	P5	Defines enterprise or industry practice, develops other experts and shapes strategy through the skill.
Ticket management Customer Operations & Contact Centers	Supporting	P5	Defines enterprise strategy or external practice for Ticket management and develops other experts.

Career ladder

Reached from

Vice President, Workforce ManagementM6

Next steps

This is the last level on this ladder. Specialization continues; the level does not.

What changes to advance

Move into the top executive cohort; co-own enterprise strategy and the operating model across a company-wide pillar.

Source: PROCOMER FTZ benchmark; SFIA; PMI · MF314-M7