Workforce Management Executive Director

Job Summary

A company is looking for an Executive Director of Workforce Management & Resource Planning.

Key Responsibilities

• Lead workforce management strategy across forecasting, capacity planning, scheduling, and labor utilization
• Transform scheduling and staffing practices to enhance efficiency and service outcomes
• Manage vendor performance and ensure alignment with operational standards and financial targets

Required Qualifications

• 12+ years of experience in large contact center operations with advanced forecasting
• 7+ years of experience in workforce management functions and tools
• Strong background in operations, strategy, analytics, and financial planning
• Demonstrated ability to lead high-performing teams in complex environments
• Experience driving process improvements and operational transformation