Director, Workforce Management
Skills
Analytical SkillsCoachingContact CentersContinuous ImprovementCustomer ExperienceData AnalyticsLeadership
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 5+ years of workforce management experience in a contact center environment
- 5+ years of leadership experience leading a WFM function or team
- Strong analytical skills in forecasting capacity planning scheduling and real-time management
- Experience with WFM software such as Verint NICE Aspect or similar
- Experience with telephony systems such as Five9 RingCentral Genesys or similar
- Ability to collaborate with Operations leaders to drive innovation and process optimization
- Excellent leadership coaching and team development abilities
- Strong ability to prioritize and manage competing demands
- Effective communication and stakeholder management skills
- Ability to work in a fast-paced dynamic environment and drive continuous improvement
- Experience with automation and AI tools is a plus
Nice to have
- Innovative
- Strategic
- Collaborative
- Data-driven
- Adaptable
- Customer-focused
Day to day
- Lead strategic workforce management planning for a 180-person US-based support operation across voice chat email and tickets.
- Develop staffing forecasts capacity plans and KPIs to support SLAs operational efficiency and customer experience.
- Manage a WFM team and systems while partnering with CX Operations Finance and senior leadership to improve reporting automation and support delivery.