Director, Workforce Management

About the role

Safe-Guard is investing in a next-generation Workforce Management (WFM) and Quality Assurance (QA) capability, and we are looking for a visionary leader to redesign and run them.

Job Responsibilities

• Set the vision and multi-year roadmap for Safe-Guard’s integrated WFM and QA capability, moving both from tactical operations to strategic, analytics-driven disciplines.
• Lead the end-to-end WFM lifecycle — Budgeting, capacity planning, forecasting, scheduling, intraday management, and real-time adherence — across internal teams and vendor partners.
• Own the Quality Assurance program end to end: scorecard design, calibration, monitoring, root-cause analysis, and the coaching feedback loop that drives behavior change on the floor.
• Modernize QA with speech and text analytics, automated scoring, and AI-assisted evaluation, moving beyond manual sampling to full quality coverage.
• Earnest AI across WFM and QA — from ML-driven forecasting and automated quality scoring to generative AI for coaching insights and agent assist — to scale judgment, not just headcount.
• Leverage modern CCaaS platforms and their native WFM and QA capabilities to unlock real-time data, omnichannel routing, and an integrated agent experience.
• Build the analytics foundation behind both functions: forecasting, shrinkage and occupancy analysis, staffing simulations, quality trends, and customer-experience correlations.
• Partner with Finance to translate workforce and quality plans into labor budgets, variance analysis, and unit economics.
• Evaluate, select, and optimize WFM and QA technology to replace manual processes with scalable systems.
• Drive transformation: redesign legacy WFM and QA processes and lead the change management required to make new ways of working stick.
• Manage and develop two high-performing teams — WFM and QA — building technical depth and a service-oriented culture.
• Lead calibration sessions across internal teams, vendor partners, and business stakeholders to ensure consistent, customer-aligned quality standards.
• Translate complex analytics into clear narratives that influence executive decisions on staffing, automation, quality investment, and cost-to-serve.
• Partner with Operations, HR, Recruiting, Training, Compliance, and Technology to align hiring, training, and coaching cycles with forecasted demand.
• Own the metrics that matter — forecast accuracy, adherence, service level, quality score, calibration variance, AHT, CSAT/NPS correlation, occupancy, and first-contact resolution — and continuously raise the bar.
• Champion continuous improvement using Lean / Six Sigma thinking, root-cause analysis, and data analytics.

Job Requirements

• Bachelor’s degree in Business, Operations, Industrial Engineering, Statistics, Economics, Analytics, Finance, or a related quantitative field; advanced degree a plus.
• Minimum of 8 years of progressive experience in analytical fields in a contact center, shared services, or operations environment, with exposure to both disciplines.
• Minimum of 4 years of leadership experience, with a clear track record of building or significantly transforming these functions — not just operating an existing one.
• Demonstrated analytical depth: hands-on fluency with forecasting methodologies (time series, Erlang, regression, scenario modeling) and quality analytics (scorecard design, calibration variance, root-cause analysis), with the ability to personally interrogate models and results, not just consume their output.
• Visionary mindset paired with practitioner credibility — able to set strategy and roll up sleeves when the situation calls for it.
• Strong change management skills, with experience leading transformation initiatives using frameworks such as ADKAR, Kotter, or Lean / Six Sigma.
• Superior communication and stakeholder management skills, with the ability to influence executive leaders and operational teams alike.
• Comfort with ambiguity and a strong bias for action in a fast-evolving environment.
• Prior experience using Agentic AI ecosystems to drive business outcomes.
• Microsoft Office (Outlook, Excel, Word) proficiency; advanced Excel and/or SQL strongly preferred.

Company Benefits

• Medical, Dental, and Vision Insurance
• Flexible Spending Account
• Health Savings Account
• 401(k) Plan with Company Match
• Company-paid Short-Term and Long-Term Disability
• Company-paid Life Insurance
• Paid Holidays and Vacation
• Employee Referral Program
• Employee Assistance Program
• Wellness Programs
• Paid Community Service Opportunities
• Tuition Reimbursement
• Ongoing Training & Personal Development