Director, Workforce Management, Customer Experience – Quality

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

📋 Description

• Lead and manage the functions of Workforce Management, Quality Management, and Operations Training.

• Create, develop, and continually enhance staffing models, forecasts, and capacity plans.

• Act as the organization's authority on the NICE contact center and workforce management platform.

• Collaborate with Operations and Client Services leadership to formulate long-term workforce strategies.

• Establish and enforce real-time management practices across all communication channels.

• Supervise the creation and administration of quality monitoring programs.

• Guide the design and implementation of training curricula for new hires and ongoing education for operations staff.

• Evaluate workforce, quality, and training trends across various locations.

• Develop and deliver executive-level reports and dashboards that track workforce metrics.

• Identify and execute process enhancements for Workforce Management, Quality, and Training functions.

⛳️ Requirements

• Bachelor’s degree in business, operations management, or a related discipline is required; Master’s degree is preferred.

• A minimum of 8+ years of progressive experience in workforce management.

• Experience in developing staffing models for both call center/phone and non-phone/back-office operations.

• Familiarity with NICE contact center, workforce management platforms, and quality monitoring systems.

• Proficient in Microsoft Excel and other Microsoft Office applications.

• Must be fluent in both English and Spanish.

🏝️ Benefits

• Health insurance

• 401(k)

• Competitive salary

• Paid time off

• Flexible work arrangements

• Professional development