Director of Workforce Management
Job Summary
Leading a team of four, the remote Director of Workforce Management will develop and implement strategies for optimal staffing across multiple channels, ensuring service level agreements are met while driving operational efficiency and enhancing customer experience.
Key responsibilities
- Develop and implement workforce management strategies to optimize staffing levels and align with business objectives
- Oversee the management of workforce management systems and telephony, ensuring alignment with operational goals
- Partner with CX and Operations leaders to drive innovation and improve support delivery through emerging technologies
Required qualifications
- 5+ years of workforce management experience in a contact center environment, including 5+ years in a leadership role
- Strong analytical skills with experience in forecasting, capacity planning, and scheduling
- Familiarity with WFM software and telephony systems
- Proven ability to collaborate with Operations leaders for process optimization and innovation
- Excellent leadership and team development skills
Complete Job Description
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