Director of Workforce Management

Job Summary

A company is looking for a Director of Workforce Management to lead innovative strategies in a hybrid AI-human operational model.

Key Responsibilities

• Architect transformative WFM strategies to support a dynamic operational model
• Optimize hybrid workforce performance through advanced forecasting and scheduling
• Enhance dynamic agent deployment for seamless transitions and optimal service levels

Required Qualifications

• 8+ years of experience in Workforce Management, with 3-5 years in a leadership role
• Proven experience in a BPO or contact center environment
• Strong understanding of managing hybrid workforces and complex operations
• Exceptional analytical skills with the ability to derive insights from data
• Bachelor's degree in Business, Operations Management, Data Science, or a related field is a plus