Director - Workforce Management

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Job Summary:

The Director, Workforce Management (“WFM”) leads and manages the planning and support functions in the Customer Experience Centers (CES).  He/She leads the workforce, reporting and planning teams and is the business owner for call center automation. The director is responsible for the overall performance to targeted standards in service levels, budget, employee ramping, employee satisfaction and efficiency, through a combination of targeted coaching and feedback to leaders, business acumen, and collaboration with the center Directors.   

The WFM Director leads the team to assess and improve operational/business performance, through data reporting, analytics, WFM activities, directing collaborative efforts across the company and providing executive level updates.  He/She is an expert in the mechanics of successful contact center operation; possesses the ability to lead the team, build employee engagement and deliver results.

Ensures WFM and Reporting team is creating accurate reports and data driven presentations, identifies trends and occurrences in data and translates findings into various media including text, charts, graphs, displays, and tables.  The director will need to provide regular executive report-outs, long range planning, supplier integration and supplier workforce accountability.

Key Characteristics:

• Trusted Decision Maker
• Expert Analytics
• Problem Solver
• Communication skills

Duties and Responsibilities:

• Forecasting - Responsible and accountable for the successful operation and the performance of the WFM function.
• Reporting - Manages the WFM and Reporting function to effectively deliver support services.
• Performance Measures - Through metrics for the function creates and maintains reporting to provide effective visibility and transparency of performance (operational and functional). 
• Collaborative – Works with all Center functions to ensure effective implementation and management.
• Analytics - Gathers information, analyzes data, observes WFM process, and leads the effort to consistently improve each workforce process and performance
• Team building - Cultivates and leads a high-performance, customer-oriented organization.
• KPIs – Establishes the WFM success through achievement of KPIs to drive continuous improvement. 

Knowledge, Skills and Abilities:

• Analytics acumen; proven ability to manage contact center staffing.
• Planning - Ability to plan, problem solve and develop innovative solutions.
• All communication skills (verbal, written); ability to effectively present information to leadership, colleagues, and direct reports
• Technology - Strong computer/technology skills including Microsoft Office, Windows, intranet, workforce management systems and reporting, and telephony system management

Education and Experience Required:

• 10+ years’ experience in workforce management, reporting and contact center operations (with an emphasis in executive leadership functional roles)
• Experience with contact center technology (telephony, workforce management systems, reporting and analytics) 
• Experience in managing 20+ employees in a fast-paced environment (direct, indirect)
• Bachelor’s degree required, concentration in business/statistics/finance required and/or higher academic credentials preferred