Director, Workforce Management

About the role

We are seeking a Workforce Director to lead a Managed Services Team supporting shared services for enterprise clients. The role involves ensuring the delivery of end-to-end workforce management processes, including forecasting, capacity planning, scheduling, and real-time management, with a focus on consistent RTA performance. The Director will review and approve any WFM-related processes for implementation and utilize AI and automation to improve account performance.

Responsibilities

• Reviewing the WFM plan with Managers to identify risks or issues affecting client KPIs and financial goals.
• Dreaming up solutions and action plans to enhance program and team performance.
• Utilizing technology like AI and machine learning to improve overall account performance.
• Partnering with department heads to meet all client and company targets.
• Coordinating with Training to create courses based on team performance needs.
• Coordinating with Operations to ensure leaders are up-to-speed on WFM concepts and report usage.
• Acting as the guardian of staffing efficiency, requiring strategic thinking, vision, and value creation, strategy development, implementation, and change management, performance orientation, and risk oversight.
• Dictating the tempo of actual delivery against agreed workforce management KPIs.
• Anticipating real-time needs weeks prior and adjusting staffing levers to ensure the team is prepared for daily performance delivery.
• Serving as the primary mentor of the team.

Requirements

• 5-10+ years of experience in workforce management, specifically within large-scale, multi-regional contact center environments.
• Expertise in Client Engagement & Relationship Management and global workforce management delivery.
• Intermediate exposure in WFM software (e.g., Calabrio Aspect, Nice, Verint) and data visualization tools (e.g., Tableau, Looker).
• Industry knowledge and technical understanding of end-to-end WFM processes to guide and recommend on capacity planning.
• Expertise in Real-Time Management, including the ability to dictate the tempo of performance delivery against agreed-upon WFM KPIs.
• Proven ability to proactively anticipate real-time staffing needs.
• Ability to provide regular, daily direction to steer intraday decisions toward favorable staffing outcomes.
• Deep knowledge of WFM platforms and processes is essential for serving as the primary team mentor.
• Behavioral competencies such as coaching ability, establishment of good interpersonal relations, people performance management, change management, and personal active work engagement.
• Strength in both technical knowledge and process optimization, and charting team development for all levels of the team (sr. manager to analyst).
• Ability to travel internationally as needed to support regional engagement requirements.

Qualifications

• Master's degree in Business Administration, Computer Science, or related field.
• Experience in managing and developing teams.
• Strong analytical skills and proficiency in data analysis tools.
• Excellent communication and interpersonal skills.
• Ability to manage multiple projects simultaneously.

Skills

• Workforce Management Software (e.g., Calabrio Aspect, Nice, Verint)
• Data Visualization Tools (e.g., Tableau, Looker)
• Real-Time Management
• Capacity Planning
• Team Leadership and Development
• Change Management
• People Performance Management

Benefits

• Industry-leading medical, vision, and dental benefit plans paid by the employee.
• Paid time off and sick time leave benefits (where applicable by legislation).
• Amazing career growth opportunities.

Pay

Competitive compensation package based on experience and qualifications.

Schedule

Full-time position with flexible working hours to accommodate international travel requirements.