Director, Workforce Management Ops

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

📋 Description

• Take ownership of and drive the workforce management strategy in alignment with the organization's goals, growth initiatives, customer service objectives, and operational performance metrics.

• Design and implement a scalable workforce management framework across various industry sectors, business lines, products, channels, and geographical locations.

• Convert workforce data into actionable insights and strategic recommendations for leadership within operations.

• Create and sustain executive-level reporting and workforce analytics that encompass staffing needs, capacity risks, patterns in customer demand, productivity trends, and overall operational performance.

• Supervise forecasting, scheduling, staffing optimization, and workforce analytics functions.

• Provide strategic guidance on workforce management tools.

• Collaborate with Operations, Finance, Data & Metrics, and IT Support to develop integrated workforce solutions.

• Ensure alignment of company-wide processes with customer support KPIs and assess the effectiveness of scheduling staff.

• Direct scheduling in support centers to fulfill service level agreements and enhance staffing and schedule adherence.

• Spearhead proactive staffing solutions that consider training, attrition, workload demands, and operational goals.

• Coordinate with other departments regarding staffing challenges impacting contact center operations.

• Analyze data from ACD/WFM tools to inform staffing and scheduling decisions.

• Oversee and develop a high-performing workforce management team.

• Travel requirement of up to 25%.

• Execute other duties as assigned.

⛳️ Requirements

• A Bachelor’s degree in business, management, or a related field is required.

• More than 10 years of experience in contact center workforce management.

• Familiarity with forecasting and scheduling solutions like Verint, NICE, Genesys, Avaya, or comparable platforms.

• At least 5 years of prior experience in people leadership.

• Demonstrated experience in developing workforce strategies for extensive, multi-site operations.

• Proven track record in leading cross-functional process improvement initiatives.

• Strong comprehension of contact center operations that involve multiple sites, time zones, queues, and skill sets.

• Capability to thrive in a fast-paced environment and implement scalable business processes during periods of significant growth.

• Advanced analytical and problem-solving skills.

• Ability to transform complex data into informed business decisions.

• Experience with the Five9 phone system is a plus.

• Willingness to travel up to 25%.

• Capacity to sit for extended durations, typically 7–8 hours per day.

• Proficiency in operating computers and phone systems, typing, and utilizing multiple software programs concurrently.

🏝️ Benefits

• Medical insurance

• Dental insurance

• Vision insurance

• Life insurance

• Disability insurance

• 401(k) matching

• Career development opportunities

• Eligibility for annual bonuses

• Grant of restricted stock units based on individual performance

• Comprehensive benefits package