Customer Experience Workforce Management Director

About the role

Directs omnichannel and back-office workforce planning to ensure optimal staffing and service level adherence across customer experience teams. Leads the development and execution of WFM strategy - including accurate forecasting models, efficient scheduling practices, and real-time adherence processes - to drive operational efficiency, cost optimization, and exceptional service delivery. Partners cross-functionally to implement transformative initiatives and fosters a high-performance team and culture aligned with business objectives.

Responsibilities

• Develops and oversees the comprehensive workforce management strategy aligned with overall business goals.
• Ensures accurate demand forecasting and capacity modeling for all customer experience teams (omnichannel and back-office), proactively adjusting plans to meet changing business needs and market dynamics.
• Identifies opportunities for workforce optimization and cost reduction at an enterprise level.
• Implements and monitors effective scheduling methodologies and real-time adherence (RTA) practices.
• Optimizes staffing across shifts and channels to meet service levels while maximizing productivity and maintaining compliance with labor laws and organizational policies.
• Safeguards against intraday staffing gaps or surges, minimizing impact on performance.
• Analyzes workforce data and key performance indicators (forecast accuracy, service level, occupancy, AHT, adherence, etc.) to uncover trends, bottlenecks, and areas for improvement.
• Establishes appropriate KPIs to measure WFM efficiency and effectiveness.
• Provides regular, actionable reporting on workforce performance to senior leadership and stakeholders, using data-driven insights to inform tactical and strategic decisions.
• Promotes the use of workforce management software and tools to enhance planning accuracy and efficiency.
• Supports the configuration and optimization of the WFM system (with heavy emphasis on the Verint platform) for forecasting, scheduling, and dashboard reporting.
• Pursues automation opportunities to streamline WFM processes and improve responsiveness.
• Collaborates closely with Customer Experience, Quality, Training, Reporting and Technology teams to ensure workforce plans and schedules are aligned with business objectives and account for upcoming initiatives or constraints.
• Communicates staffing needs, assumptions, and constraints to relevant stakeholders and partners on solutions for improving overall operational performance.
• Supports new program launches and business transformations, where data may be more ambiguous, with expert workforce planning input to ensure proper staffing and resource planning from the outset.
• Builds, leads, and mentors a high-performing WFM team, including managers, analysts, schedulers, and real-time coordinators.
• Sets clear goals and performance expectations for the team, and provides ongoing coaching, development, and succession planning.
• Fosters a positive, collaborative work environment that encourages professional growth, innovation, and accountability.
• Ensures the WFM team is engaged, well-trained, and effectively partnered with other departments to achieve shared goals.

Requirements

• 15 or more years of experience in workforce management and/or large-scale contact center operations, with at least 5 years in a leadership role.
• Demonstrated deep knowledge of forecasting, scheduling, intraday management, and capacity planning in a complex, multi-site customer service environment.
• Proven ability to lead organizational change and process improvements in an operations or WFM function, delivering measurable gains in efficiency, service levels, or cost savings.
• Able to define a vision for the WFM organization and execute initiatives that align with broader business strategy.
• Exceptional analytical skills with the ability to interpret large data sets and translate them into actionable plans.
• Adept at critical thinking and data-driven decision-making, especially under dynamic conditions.
• Comfortable with advanced Excel analysis and interpreting BI reports (e.g., Power BI) to drive insights.
• Excellent communication and interpersonal skills, with a track record of effectively collaborating with and influencing cross-functional teams and senior executives.
• Able to clearly present workforce plans and performance data to non-WFM audiences and incorporate their feedback to refine strategies.
• Demonstrated success in managing and developing high-performing teams.
• Strong people leadership capabilities, including performance management, coaching, and the ability to inspire and motivate staff across different locations or functions.
• Experience managing workforce planning for very large operations (for example, supporting 500+ front-line agents or employees across multiple sites and channels).
• History of achieving results in both omnichannel and back-office environments is a strong plus.
• Hands-on expertise with enterprise workforce management systems, with Verint WFE software strongly preferred.
• Familiarity with telephony/omnichannel routing platforms and their integration with WFM processes is beneficial.
• Experience leveraging automation and advanced scheduling algorithms in WFM tools is a plus.
• Background in industries such as healthcare, insurance, or business process outsourcing (BPO) with high-volume contact center or service operations.
• Understanding of industry-specific regulations, labor laws, and compliance considerations related to workforce planning (e.g., scheduling requirements, overtime rules) is advantageous.

Qualifications

• Master's degree in Business Administration, Industrial Engineering, Operations Research, or a related field.
• Professional certifications in workforce management or similar fields are a plus.

Skills

• Workforce Management Software (Verint WFE)
• Telephony/Omnichannel Routing Platforms
• Advanced Excel Analysis
• Data-Driven Decision Making
• Collaboration and Interpersonal Skills
• Leadership and Team Management
• Automation and Scheduling Algorithms
• Industry-Specific Regulations and Compliance

Benefits

Remote, based on business need. Travel may be required up to 10-25% (periodic on-site leadership meetings, team events, or client presentations).

Pay

The pay range for this position is $119,100.00 - $170,100.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors.

What We're Looking For

Equal Opportunity Employer.