Customer Experience Director

This is a fully remote position, open to applicants in Texas.

📋 Description

• Develops and manages a thorough workforce management strategy that is in line with the broader business objectives.

• Ensures precise demand forecasting and capacity modeling for all customer experience teams (including omnichannel and back-office), proactively modifying plans to adapt to evolving business requirements and market changes.

• Identifies opportunities for enterprise-level workforce optimization and cost savings.

• Implements and oversees effective scheduling methodologies and real-time adherence (RTA) practices.

• Optimizes staffing across various shifts and channels to achieve service levels while maximizing productivity and adhering to labor laws and organizational policies.

• Ensures that the WFM team promptly addresses intraday staffing gaps or surges, minimizing the impact on performance.

• Leads the examination of workforce data and key performance indicators (such as forecast accuracy, service level, occupancy, AHT, adherence, etc.) to identify trends, bottlenecks, and areas needing improvement.

• Establishes relevant KPIs to assess WFM efficiency and effectiveness.

• Provides regular, actionable reporting on workforce performance to senior leadership and stakeholders, utilizing data-driven insights to guide tactical and strategic decisions.

• Advocates for the use of workforce management software and tools to enhance planning accuracy and efficiency.

• Assists in the configuration and optimization of the WFM system (with a strong emphasis on the Verint platform) for forecasting, scheduling, and dashboard reporting.

• Seeks automation opportunities to streamline WFM processes and enhance responsiveness.

• Collaborates closely with Customer Experience, Quality, Training, Reporting, and Technology teams to ensure that workforce plans and schedules align with business objectives and consider upcoming initiatives or constraints.

• Communicates staffing requirements, assumptions, and constraints to relevant stakeholders and partners, proposing solutions for enhancing overall operational performance.

• Supports new program launches and business transformations, where data may be less clear, by providing expert workforce planning input to ensure adequate staffing and resource planning from the beginning.

• Builds, leads, and mentors a high-performing WFM team, including managers, analysts, schedulers, and real-time coordinators.

• Establishes clear goals and performance expectations for the team, offering ongoing coaching, development, and succession planning.

• Cultivates a positive, collaborative work environment that promotes professional growth, innovation, and accountability.

• Ensures that the WFM team is engaged, well-trained, and effectively collaborates with other departments to achieve shared goals.

⛳️ Requirements

• A minimum of 15 years of experience in workforce management and/or large-scale contact center operations, with at least 5 years in a leadership role.

• Proven extensive knowledge of forecasting, scheduling, intraday management, and capacity planning within a complex, multi-site customer service setting.

• Demonstrated capability to lead organizational change and process improvements in operations or WFM functions, resulting in measurable enhancements in efficiency, service levels, or cost savings.

• Ability to articulate a vision for the WFM organization and implement initiatives that align with the broader business strategy.

• Exceptional analytical abilities to interpret large data sets and convert them into actionable plans.

• Skilled in critical thinking and data-driven decision-making, particularly under dynamic conditions.

• Proficient in advanced Excel analysis and interpreting BI reports (e.g., Power BI) to derive insights.

• Excellent communication and interpersonal skills, with a proven track record of effectively collaborating with and influencing cross-functional teams and senior executives.

• Capable of clearly presenting workforce plans and performance data to non-WFM audiences and incorporating their feedback to refine strategies.

• Proven success in managing and developing high-performing teams.

• Strong people leadership abilities, including performance management, coaching, and the capacity to inspire and motivate staff across various locations or functions.

• Experience managing workforce planning for very large operations (for instance, supporting 500+ front-line agents or employees across multiple sites and channels).

• A history of achieving results in both omnichannel and back-office environments is a significant advantage.

• Hands-on experience with enterprise workforce management systems, with a strong preference for Verint WFE software.

• Familiarity with telephony/omnichannel routing platforms and their integration with WFM processes is beneficial.

• Experience leveraging automation and advanced scheduling algorithms in WFM tools is a plus.

• Background in sectors such as healthcare, insurance, or business process outsourcing (BPO) with high-volume contact center or service operations.

• Understanding of industry-specific regulations, labor laws, and compliance considerations related to workforce planning (e.g., scheduling requirements, overtime rules) is advantageous.

🏝️ Benefits

• Generous, flexible vacation policy.

• 401(k) employer match.

• Comprehensive health benefits.

• Educational assistance.

• A variety of leadership and technical development academies.