Director, Workforce Planning

Role Overview:

• This fully remote senior leadership role oversees long-term capacity planning, demand forecasting, scheduling, and real-time performance management.
• You will align workforce strategies with business objectives and sustainable growth while working closely with senior leaders across operations, sales, finance, HR, and technology.

Key Responsibilities:

• Establish enterprise workforce strategy and drive the evolution of workforce management tools, including AI-powered solutions.
• Lead strategic workforce planning, including demand forecasting, hiring requirements, and budget inputs across business units and communication channels.
• Manage and develop leadership teams, fostering accountability, collaboration, and continuous improvement.

Requirements:

• At least 10 years of experience in workforce management or contact center operations, with five years in people leadership.
• Working knowledge of workforce management platforms such as Aspect, Genesys, or NICE, along with related telephony, routing, CRM, and reporting tools.
• Strong strategic, analytical, and executive communication skills with the ability to influence stakeholders.

Benefits:

• Competitive annual base salary with equity awards, varying by location.
• Remote work flexibility and a distributed working model built on trust.
• Opportunities for professional growth, inclusive culture, and equal employment commitment.