Director, Workforce Management

About the Role:

• This is a leadership role reporting to the Chief Customer Officer, responsible for strategic planning and execution of workforce management.
• The role ensures SLAs are met, operations are efficient, and customer experience is outstanding.

Responsibilities:

• Develop workforce management strategies for optimal staffing across voice, chat, email, and tickets.
• Own capacity and workforce planning, partnering with business leaders and Finance for accurate forecasting.
• Manage KPIs related to workforce management including forecasting accuracy, occupancy, and adherence.

What You Bring:

• 5+ years of workforce management experience in a contact center environment, with 5+ years of leadership.
• Strong analytical skills in forecasting, capacity planning, and real-time management.
• Experience with WFM software and telephony systems, plus ability to collaborate with Operations leaders.