Senior Director of Workforce Management

Job Summary

A company is looking for a Senior Director, CEC Workforce Management.

Key Responsibilities

• Establish and lead the global workforce optimization and performance management strategy for Customer Engagement Centers (CECs)
• Translate operational data into actionable insights for leadership decision-making and ensure disciplined operating rhythms
• Lead and develop senior managers and functional leaders while driving continuous improvement and scalability across the organization

Required Qualifications

• Bachelor's degree in Business, Operations, Analytics, or a related field; or equivalent experience
• 10+ years of relevant professional experience in hospitality, call center operations, or a related function
• Strong understanding of forecasting, scheduling, and labor optimization
• Experience leading global or enterprise-level functions in complex organizations
• Ability to operate at both strategic and execution levels