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 Apply tot his job Apply To this Job