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 enhance account performance.

Responsibilities

• Review the WFM plan with Managers to identify risks or issues affecting client KPIs and financial goals.
• Dream up solutions and action plans to improve the program and team performance.
• Utilize technology like AI and machine learning to improve overall account performance.
• Work closely with department heads to meet all client and company targets.
• Partner with Training to create courses based on team performance needs.
• Coordinate with Operations to ensure leaders are up-to-speed on WFM concepts and report usage.
• Act as the guardian of staffing efficiency, requiring strategic thinking, vision, and value creation, strategy development, implementation, and change management, performance orientation, and risk oversight.
• Dictate the tempo of actual delivery against agreed workforce management KPIs.
• Anticipate real-time needs weeks prior and adjust staffing levers to ensure the team is prepared for daily performance delivery.
• Regularly direct intraday decisions towards favorable staffing outcomes.
• Serve as the primary mentor of the team.

Requirements

• 5-10+ years of experience in workforce management, particularly 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 (senior manager to analyst).
• Ability to travel internationally as needed to support regional engagement requirements.