Director, Workforce Management – Contact Center Optimization

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

📋 Description

• Oversee the formulation and implementation of the workforce management strategy for Servicing, establishing the function, operating model, standards, processes, and governance.

• Implement uniform workforce management practices across Customer Service, Collections, SPOC, and Bankruptcy.

• Create short-, medium-, and long-term workforce forecasts and capacity planning frameworks.

• Convert demand forecasts into recommendations for staffing, hiring, scheduling, and resource allocation.

• Develop staffing models that account for shrinkage, attrition, training, PTO, absenteeism, and skill requirements.

• Collaborate with leadership, Finance, Recruiting, Training, HR, and other stakeholders to establish workforce planning and performance routines.

• Create scenario and sensitivity models to address peak periods, disruptions, and evolving business conditions.

• Offer executive insights on staffing investments, capacity needs, workforce priorities, and operational risks.

• Formulate scheduling strategies that align with customer demand.

• Implement intraday and real-time management practices.

• Track volume, staffing, adherence, service levels, abandonment, occupancy, and other performance indicators.

• Recognize capacity risks and coordinate necessary corrective actions.

• Establish procedures for overtime, voluntary time off, schedule adjustments, meetings, training, coaching, and off-phone activities.

• Assess skill-based routing, cross-training, schedule flexibility, and resource sharing.

• Define WFM KPIs, reporting metrics, dashboards, and performance routines.

• Translate workforce and contact center data into strategic recommendations for senior leadership.

• Identify root causes of performance gaps and develop sustainable solutions.

• Analyze cost efficiency, workforce utilization, staffing productivity, customer experience, and service costs.

• Collaborate with Finance and Operations on staffing plans, labor expense forecasts, and workforce investment strategies.

• Evaluate the financial and operational impacts of workforce decisions, technology investments, and process improvements.

• Act as a subject matter expert in WFM, telephony, routing, dialer, and contact center functionalities.

• Work with Technology, Operations, vendors, and stakeholders to enhance systems and processes.

• Identify opportunities for automation, reporting, forecasting, scheduling, routing, outbound campaign management, and real-time visibility.

• Assist in the assessment and implementation of future WFM and contact center technology.

• Engage in vendor discussions, requirements definition, testing, implementation, and optimization.

• Represent WFM and contact center operations in Guild's Servicing Transformation and strategic initiatives.

• Define future-state business requirements and influence technology and operating model decisions.

• Assess workforce impacts of digital self-service, automation, AI, changing contact channels, and customer behaviors.

• Participate in solution design, vendor evaluation, testing, operational readiness, implementation, and stabilization.

• Serve as Guild Servicing's senior WFM subject matter expert and trusted advisor.

• Foster partnerships across Servicing Operations, Finance, HR, Recruiting, Training, Technology, Analytics, Compliance, and other business partners.

• Facilitate alignment and resolution of competing workforce priorities.

• Build and lead the Workforce Management function through hands-on execution and cross-functional coordination.

• Assess future organizational and staffing needs as the function evolves.

• Lead through subordinate managers and direct reports; report directly to a member of the leadership team.

⛳️ Requirements

• Bachelor's degree in business, analytics, operations management, finance, mathematics, statistics, or a related field preferred.

• A combination of education and experience may be considered in lieu of the Bachelor's degree.

• Minimum of five years of proven experience leading workforce management in a complex, multi-team or multi-site contact center setting.

• Extensive knowledge in forecasting, capacity planning, staffing models, scheduling, real-time/intraday management, shrinkage, adherence, occupancy, service levels, and workforce analytics.

• Strong understanding of inbound and outbound contact center operations, including dialer strategy and campaign management.

• Experience in building or significantly developing a Workforce Management function.

• Familiarity with WFM, ACD, telephony, dialer, and contact center technologies.

• Experience with platforms such as NICE, Verint, Genesys, Cisco/Webex, Aspect, or similar solutions preferred.

• Advanced Excel skills and experience working with large operational datasets.

• Proficiency in SQL, Power BI, or similar data visualization tools is strongly preferred.

• Experience in converting operational data into executive-level insights and actionable recommendations.

• Experience in defining business and technology requirements and participating in significant contact center technology implementations or transformations.

• Exceptional skills in relationship-building, communication, negotiation, and stakeholder management.

• Ability to build consensus, constructively challenge established practices, and balance competing business needs.

• Experience in mortgage servicing, financial services, banking, or another highly regulated consumer contact center environment.

• Experience supporting customer service and collections operations.

• Familiarity with outbound contact strategies and regulatory requirements affecting outbound communications.

• Experience in developing a WFM capability with limited or evolving technology.

• Experience in selecting, implementing, or significantly enhancing enterprise WFM and contact center technology.

• Experience supporting major platform conversions or operational transformations.

• Familiarity with digital self-service, automation, AI-enabled contact center capabilities, or workforce modeling related to digital channel adoption.

• Excellent verbal and written communication skills are essential.

• Highly organized and detail-oriented; ability to thrive in a fast-paced, metrics-driven environment is required.

• Proficiency in Microsoft Office Suite, including Word, Excel, Wiki, collaborative cloud-based programs, and third-party software applications is required.

• Commitment to company values.

• Ability to operate standard office equipment and keyboards.

• Ability to accurately perceive and interpret visual and audio information.

• Availability Monday–Friday during the business week.

• Willingness to travel 5–10%.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Life insurance.

• AD&D insurance.

• LTD insurance.

• 401(k) with employer match.

• Competitive compensation.

• Pleasant work environment.