Director of Workforce Management

Job Summary

A company is looking for a Director of Workforce Management.

Key Responsibilities

• Oversee the S&OP process for the call center, ensuring alignment between sales projections and staffing requirements
• Develop and implement workforce planning strategies, including shift scheduling and resource allocation
• Monitor key performance indicators and drive continuous improvement initiatives to enhance call center performance

Required Qualifications

• Bachelor's degree in Business Administration, Supply Chain Management, Operations Management, or a related field; MBA preferred
• 8+ years of experience in call center operations or workforce management, with at least 5 years in a leadership role
• Strong experience in sales forecasting and demand planning within a call center environment
• Proficiency in call center management systems and Workforce Management tools
• Advanced knowledge of S&OP best practices related to contact centers and customer service operations