Customer Experience Workforce Management Director

Job Description:

• Directs omnichannel and back-office workforce planning to ensure optimal staffing and service level adherence across customer experience teams
• Leads the development and execution of WFM strategy - including accurate forecasting models, efficient scheduling practices, and real-time adherence processes - to drive operational efficiency, cost optimization, and exceptional service delivery
• Partners cross-functionally to implement transformative initiatives and fosters a high-performance team and culture aligned with business objectives
• Develops and oversees the comprehensive workforce management strategy aligned with overall business goals
• Ensures accurate demand forecasting and capacity modeling for all customer experience teams (omnichannel and back-office), proactively adjusting plans to meet changing business needs and market dynamics
• Identifies opportunities for workforce optimization and cost reduction at an enterprise level
• Implements and monitors effective scheduling methodologies and real-time adherence (RTA) practices
• Optimizes staffing across shifts and channels to meet service levels while maximizing productivity and maintaining compliance with labor laws and organizational policies
• Ensures the WFM team swiftly addresses intraday staffing gaps or surges, minimizing impact on performance
• Leads the analysis of workforce data and key performance indicators (forecast accuracy, service level, occupancy, AHT, adherence, etc.) to uncover trends, bottlenecks, and areas for improvement
• Establishes appropriate KPIs to measure WFM efficiency and effectiveness
• Provides regular, actionable reporting on workforce performance to senior leadership and stakeholders, using data-driven insights to inform tactical and strategic decisions
• Champions the use of workforce management software and tools to enhance planning accuracy and efficiency
• Supports the configuration and optimization of the WFM system (with heavy emphasis on the Verint platform) for forecasting, scheduling, and dashboard reporting
• Pursues automation opportunities to streamline WFM processes and improve responsiveness
• Collaborates closely with Customer Experience, Quality, Training, Reporting and Technology teams to ensure workforce plans and schedules are aligned with business objectives and account for upcoming initiatives or constraints
• Communicates staffing needs, assumptions, and constraints to relevant stakeholders and partners on solutions for improving overall operational performance
• Supports new program launches and business transformations, where data may be more ambiguous, with expert workforce planning input to ensure proper staffing and resource planning from the outset
• Builds, leads, and mentors a high-performing WFM team, including managers, analysts, schedulers, and real-time coordinators
• Sets clear goals and performance expectations for the team, and provides ongoing coaching, development, and succession planning
• Fosters a positive, collaborative work environment that encourages professional growth, innovation, and accountability
• Ensures the WFM team is engaged, well-trained, and effectively partnered with other departments to achieve shared goals

Requirements:

• 15 or more years of experience in workforce management and/or large-scale contact center operations, with at least 5 years in a leadership role
• Demonstrated deep knowledge of forecasting, scheduling, intraday management, and capacity planning in a complex, multi-site customer service environment
• Proven ability to lead organizational change and process improvements in an operations or WFM function, delivering measurable gains in efficiency, service levels, or cost savings
• Able to define a vision for the WFM organization and execute initiatives that align with broader business strategy
• Exceptional analytical skills with the ability to interpret large data sets and translate them into actionable plans
• Adept at critical thinking and data-driven decision-making, especially under dynamic conditions
• Comfortable with advanced Excel analysis and interpreting BI reports (e.g., Power BI) to drive insights
• Excellent communication and interpersonal skills, with a track record of effectively collaborating with and influencing cross-functional teams and senior executives
• Able to clearly present workforce plans and performance data to non-WFM audiences and incorporate their feedback to refine strategies
• Demonstrated success in managing and developing high-performing teams
• Strong people leadership capabilities, including performance management, coaching, and the ability to inspire and motivate staff across different locations or functions
• Experience managing workforce planning for very large operations (for example, supporting 500+ front-line agents or employees across multiple sites and channels)
• History of achieving results in both omnichannel and back-office environments is a strong plus
• Hands-on expertise with enterprise workforce management systems, with Verint WFE software strongly preferred
• Familiarity with telephony/omnichannel routing platforms and their integration with WFM processes is beneficial
• Experience leveraging automation and advanced scheduling algorithms in WFM tools is a plus
• Background in industries such as healthcare, insurance, or business process outsourcing (BPO) with high-volume contact center or service operations
• Understanding of industry-specific regulations, labor laws, and compliance considerations related to workforce planning (e.g., scheduling requirements, overtime rules) is advantageous

Benefits:

• health benefits
• flexible vacation policy
• 401(k) employer match
• educational assistance
• leadership and technical development academies

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