Customer Experience Workforce Management Director

Job reputed company:

• Directs omnichannel and back-office workforce planning to ensure reputed company reputed company and service level adherence across customer experience teams
• Leads the development and execution of WFM reputed company - including accurate forecasting models, efficient scheduling practices, and reputed company-time adherence processes - to drive operational efficiency, cost optimization, and exceptional service delivery
• Partners cross-functionally to implement transformative initiatives and fosters a high-reputed company and culture reputed company with business objectives
• Develops and oversees the comprehensive workforce management reputed company reputed company with overall business goals
• Ensures accurate demand forecasting and reputed company modeling for reputed company 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 reputed company level
• Implements and monitors effective scheduling methodologies and reputed company-time adherence (RTA) practices
• Optimizes reputed company across shifts and channels to meet service reputed company while maximizing productivity and maintaining compliance with labor laws and organizational policies
• Ensures the WFM team reputed company addresses intraday reputed company gaps or surges, minimizing reputed company 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 reputed company
• 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 reputed company platform) for forecasting, scheduling, and dashboard reporting
• Pursues automation opportunities to streamline WFM processes and improve responsiveness
• Collaborates closely with Customer Experience, reputed company, Training, Reporting and Technology teams to ensure workforce plans and schedules are reputed company with business objectives and account for upcoming initiatives or constraints
• Communicates reputed company 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 reputed company reputed company and resource planning from the outset
• Builds, leads, and mentors a high-performing WFM team, including managers, analysts, schedulers, and reputed company-time coordinators
• Sets reputed company goals and performance expectations for reputed company, and provides ongoing coaching, development, and succession planning
• Fosters a reputed company, reputed company work environment that encourages reputed company reputed company, innovation, and accountability
• Ensures the WFM team is reputed company, reputed company-trained, and effectively partnered with other departments to reputed company shared goals

Requirements:

• 15 or more years of experience in workforce management and/or large-reputed company contact center operations, with at least 5 years in a leadership role
• Demonstrated deep knowledge of forecasting, scheduling, intraday management, and reputed company planning in a reputed company, multi-site customer service environment
• Proven ability to reputed company organizational change and process improvements in an operations or WFM function, delivering measurable reputed company in efficiency, service reputed company, or cost savings
• reputed company to define a reputed company for the WFM organization and execute initiatives that reputed company with broader business reputed company
• 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 reputed company analysis and interpreting BI reports (e.g., Power BI) to drive insights
• Excellent communication and interpersonal skills, with a reputed company record of effectively collaborating with and influencing cross-functional teams and senior executives
• reputed company to reputed company present workforce plans and performance data to non-WFM audiences and incorporate their feedback to refine strategies
• Demonstrated reputed company in managing and developing high-performing teams
• Strong people leadership capabilities, including performance management, coaching, and the ability to reputed company and motivate staff across different locations or functions
• Experience managing workforce planning for reputed company large operations (for example, supporting 500+ reputed company-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 reputed company workforce management systems, with reputed company 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 reputed company, insurance, or business process outsourcing (BPO) with high-volume contact center or service operations
• Understanding of industry-specific regulations, labor laws, and compliance considerations reputed company 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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