Director of Workforce
Core
Oversees operational and fiscal activities of the Workforce Management Team to ensure staffing optimization, end-to-end WFM support, and revenue assurance for client programs.
Role type
Director of Workforce (WFM)
Builds
Staffing plans, scheduling strategies, and operational workflows for contact center programs.
Domain
Business Process Outsourcing (BPO) / Customer Experience
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
statistical analysis, scheduling strategy, team mentorship, stakeholder management, forecasting, process optimization, performance metrics tracking, compliance management, reward program design, system issue escalation
Preferred skills
database application proficiency, rapid technology adoption
Technologies
MS Office (Excel, Outlook, PowerPoint), WFM systems, 3rd party vendor tools
Responsibilities
Identify and report on account profitability opportunities; forecast call/email volume and monitor seat occupancy and handle time; resolve manpower staffing and scheduling concerns with stakeholders; oversee day-to-day Workforce Operations; implement scheduling strategies to achieve business objectives; communicate core strategy and goals to WFM Managers; establish success metrics and drive team performance; mentor, train, evaluate, and develop a team of Workforce Managers; monitor progress towards goals to meet client expectations; ensure compliance with company processes and tools.
Seniority
Director, strategic leadership & team management
