Director of Workforce Planning

Job Summary

Leading the strategy and execution of enterprise workforce management, the full-time remote Director of Workforce Planning will optimize capacity planning, forecasting, and scheduling for customer-facing operations while collaborating with senior leaders to enhance service levels and colleague experience.

Key responsibilities

• Set the enterprise workforce management strategy for contact center operations, aligning staffing and service level targets with business objectives
• Lead long-range and annual workforce planning, including demand forecasting and hiring plans, to support growth while managing cost and risk
• Design and govern standardized workforce management policies and KPIs to ensure consistent practices and performance visibility across teams

Required qualifications

• Bachelor's degree in Business, Operations Management, Mathematics, Statistics, Finance, Industrial Engineering, or a related field
• 10+ years of experience in workforce management or contact center operations, including 5+ years in a leadership role
• Demonstrated experience in enterprise workforce planning and forecasting for high-volume, multi-channel environments
• Proven success using data and analytics to improve forecast accuracy and optimize staffing and productivity
• Working knowledge of workforce management platforms such as Aspect, Genesys, or NICE