Director of Workforce Management
A company is looking for a Director of Workforce Management. Key Responsibilities Develop and implement workforce management strategies to ensure optimal staffing levels across multiple channels Oversee capacity planning and collaborate with business leaders for accurate forecasting and budgeting Lead a WFM team and manage telephony and workforce management systems, ensuring alignment with operational objectives Required Qualifications 7+ years of experience in workforce management within a contact center environment, with at least 4 years in a leadership role Expertise in WFM software and telephony systems Strong analytical skills with experience in forecasting and capacity planning Proven ability to collaborate with operations leaders for process optimization Experience with automation and AI-driven workforce optimization is a plus
A company is looking for a Director of Workforce Management.
Key Responsibilities
Develop and implement workforce management strategies to ensure optimal staffing levels across multiple channels
Oversee capacity planning and collaborate with business leaders for accurate forecasting and budgeting
Lead a WFM team and manage telephony and workforce management systems, ensuring alignment with operational objectives
Required Qualifications
7+ years of experience in workforce management within a contact center environment, with at least 4 years in a leadership role
Expertise in WFM software and telephony systems
Strong analytical skills with experience in forecasting and capacity planning
Proven ability to collaborate with operations leaders for process optimization
Experience with automation and AI-driven workforce optimization is a plus
