Director, Workforce Management

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

📋 Description

• Create and execute workforce management strategies to ensure optimal staffing across voice, chat, email, and ticketing channels.

• Take ownership of capacity and workforce planning, collaborating with business leaders and Finance on forecasting, budgeting, and scalable workforce initiatives.

• Establish and oversee WFM KPIs, including forecasting accuracy, occupancy, shrinkage, and adherence.

• Lead a WFM team of four responsible for scheduling, real-time management, and administration of WFM systems.

• Manage telephony and workforce management systems, vendor relationships, and their implementations.

• Utilize data analytics and workforce tools to enhance reporting and operational efficiency.

• Collaborate with CX and Operations leaders to align processes with WFM goals.

• Foster innovation in service delivery through AI, automation, and the latest customer support technologies.

• Present reports, insights, and recommendations to senior leadership aimed at enhancing contact center efficiency and customer satisfaction.

⛳️ Requirements

• A minimum of 5 years of workforce management experience in a contact center setting.

• At least 5 years of leadership experience.

• Proven track record in leading a WFM function or team.

• Strong analytical abilities in forecasting, capacity planning, scheduling, and real-time management.

• Proficiency in WFM software such as Verint, NICE, Aspect, or similar platforms.

• Familiarity with telephony systems like Five9, RingCentral, Genesys, or comparable technologies.

• Demonstrated capability to collaborate with Operations leaders on innovation, process enhancement, and customer experience improvement.

• Exceptional leadership, coaching, and team development skills.

• Ability to prioritize and juggle competing demands effectively.

• Strong communication and stakeholder management skills.

• Capability to thrive in a fast-paced, dynamic environment while driving continuous improvement.

• Experience with automation and AI tools is advantageous.

• Serving as the primary contact and subject matter expert for WFM and telephony systems is a plus.

• Experience in leading and scaling a global WFM team is a nice-to-have.

🏝️ Benefits

• Competitive salary.

• Comprehensive health and wellness benefits.

• Retirement savings plans.

• Parental leave.

• Accessibility assistance and reasonable accommodation available during the application process and throughout employment.