Director, Workforce Management, Customer Experience & Quality

At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world. Our global team of more than 7,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We serve more than 650 clients ranging from innovative biotech start-ups to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to market and support the patients who depend on them.

About the role

We are seeking a Director-level professional to lead and scale Workforce Management, Quality Management, and Operations Training functions within a multi-site, multi-channel operations environment. This role involves supervisory responsibilities including interviewing, hiring, training associates, planning and directing work, and appraising performance. The ideal candidate will have extensive experience designing staffing models, forecasting methodologies, and capacity plans for both call center and non-phone/back-office operations, with a preference for experience in a BPO, outsourced services, or B2B operations environment.

Responsibilities

• Lead and oversee the Workforce Management, Quality Management, and Operations Training functions, providing strategic direction and functional leadership.
• Design, build, and continuously refine staffing models, forecasts, and capacity plans for both call center/phone and non-phone/back-office operations to ensure appropriate coverage across all lines of business.
• Serve as the organization's subject matter expert on the NICE contact center and workforce management platform (NICE CXone, NICE WFM), directing configuration, administration, and ongoing optimization.
• Act as a key stakeholder in the organization’s relationship with NICE, partnering with Operations and IT to guide system upgrades, integrations, and rollout of new features.
• Partner with Operations and Client Services leadership to develop long-range workforce plans supporting new business implementations, client growth, and RFP responses.
• Establish and govern real-time management practices to optimize workforce adjustments based on volume, activity, and service level performance across all channels.
• Oversee the development and administration of quality monitoring programs, scorecards, calibration sessions, and quality-related coaching.
• Direct the design and delivery of new-hire and ongoing training curricula for operations staff, ensuring alignment with evolving business needs and quality standards.
• Analyze workforce, quality, and training trends across sites and channels; proactively communicate findings to senior leadership and implement corrective action plans.
• Develop and present executive-level reporting and dashboards covering workforce, quality, and training performance metrics for internal and external stakeholders.
• Identify and implement process improvements, best practices, and standardized policies for Workforce Management, Quality, and Training functions across all sites.
• Lead, mentor, and develop a team of individual contributors across Workforce Management, Quality, and Training, fostering a culture of accountability, collaboration, and continuous improvement.
• Partner cross-functionally with HR, IT, and Operations leadership on tools, technology, and systems supporting workforce management, quality, and training.
• Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.
• Perform all other duties as assigned.

People Leader Responsibilities

• Oversee respective departments, including interviewing, selecting, and supervising staff.
• Communicate, interpret, and discuss company policies and procedures with the team.
• Determine job objectives, work methods, and performance standards; review performance and conduct appraisals.
• Authorize and communicate salary changes, promotions, transfers, discipline, discharge, and administer personnel actions.

Requirements

• Bachelor’s degree in business, operations management, or related field required; Master’s degree preferred, or equivalent experience.
• Minimum 8+ years of progressive experience in workforce management, with direct leadership experience across Workforce Management, Quality, and/or Training functions within a multi-site, multi-channel operations environment.
• Prior experience in a BPO, outsourced services, or B2B operations organization strongly preferred.
• Demonstrated experience building staffing models for both call center/phone and non-phone/back-office functions.
• Prior experience managing managers.
• Background with NICE contact center, workforce management platforms, and quality monitoring systems.

Preferred Qualifications

• Expert in Microsoft Excel, proficient in other Microsoft Office applications.
• Prior experience in a healthcare, life sciences, or pharma services environment.
• Advanced knowledge of forecasting, scheduling, and statistical modeling techniques across multiple channels and skill types.
• Strong understanding of quality monitoring frameworks, quality scorecards, and calibration processes.
• Experience designing and overseeing training curricula, onboarding programs, and ongoing skills development for operations staff.
• Demonstrated ability to lead through other managers, building high-performing teams across Workforce Management, Quality, and Training disciplines.

Schedule

40 hours a week, Monday - Friday. Up to 15% travel for site visits, client meetings, and team on-sites.

Pay

This role is eligible for hire in select U.S. locations based on business and operational considerations. Compensation will be determined based on relevant experience, other job-related qualifications/skills, and geographic location (to account for comparative cost of living). If this job posting includes a base salary range, it represents the low and high end of the salary range for this position and is not applicable to locations outside of the U.S.

Benefits

EVERSANA offers competitive salaries and benefits for all employees. More information about EVERSANA’s benefits package can be found at eversana.com/careers.