Director, Workforce Planning
New
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JobgetherWorkforce management
This opportunity is based in the United States. ... allows eligible employees to work from a location of their choice within the United States, subject to applicable location restrictions.Full-TimeDirector
Salary$142,500–$227,600 USD in California, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington State, and Washington, D.C.; $135,400–$216,200 USD in Colorado, Hawaii, Illinois, Maine, Minnesota, Nevada, Ohio, Rhode Island, Vermont, and Virginia.
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Job Details
- Experience
- At least 10 years of experience in workforce management, contact center operations, or a closely related discipline, including a minimum of five years in people leadership roles overseeing multidisciplinary teams.
- Required Skills
- CRM
Requirements
- Bachelor's degree in business, operations management, mathematics, statistics, finance, industrial engineering, or a related field.
- At least 10 years of experience in workforce management, contact center operations, or a closely related discipline.
- At least five years in people leadership roles overseeing multidisciplinary teams.
- Experience leading enterprise workforce planning, forecasting, and scheduling in high-volume, multi-channel service or support environments.
- Experience collaborating with business process outsourcing (BPO) partners.
- Ability to use data, analytics, and performance metrics to improve forecasting accuracy, staffing, productivity, customer experience, and sales outcomes.
- Working knowledge of workforce management platforms such as Aspect, Genesys, or NICE, and related telephony, routing, CRM, and reporting tools.
- Experience coaching and developing managers and specialist teams and establishing performance expectations.
- Ability to communicate complex insights, present data-driven recommendations, and influence senior executives and cross-functional stakeholders.
- Ability to balance service levels, workforce capacity, operational costs, productivity targets, and employee experience.
- Experience leading continuous improvement initiatives and implementing new processes or technologies.
- Ability to lead distributed teams and collaborate across functions and locations in a remote-first work environment.
Responsibilities
- Define and lead the workforce management vision for contact center operations, aligning staffing, capacity planning, and service-level targets with business priorities.
- Oversee long-range and annual planning, demand forecasting, hiring requirements, and budget inputs across business units, locations, and communication channels.
- Develop and govern workforce management policies, methodologies, performance metrics, and reporting frameworks.
- Lead capacity planning, forecasting, scheduling, and real-time performance management teams, and develop team leaders and analysts.
- Partner with operations, sales, finance, HR, and external vendor partners to align staffing strategies with demand, productivity, hiring, and training needs.
- Lead the roadmap for workforce management platforms and related technologies, including AI-enabled capabilities, telephony routing, and reporting solutions.
- Use analytics and experimentation to improve forecasting, scheduling, shrinkage management, staffing utilization, and real-time execution.
- Present workforce data and recommendations to executives, highlighting risks, growth opportunities, resource needs, and strategic trade-offs.
- Build adaptable workforce management processes and operating models for high-volume, multi-channel environments.
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