Director of Workforce Management

Job Summary

A company is looking for a Director, Workforce Management.

Key Responsibilities

• Build and manage workforce management strategy and processes across contact centers
• Oversee staffing forecasts and analyze historical authorization and review volumes
• Develop strategies to improve efficiencies and manage projects aligned with operational goals

Required Qualifications

• Bachelor's Degree in a related field or equivalent experience required; Master's Degree preferred
• 7+ years of professional experience in a contact center or operations environment
• At least 3 years of experience in workforce management
• Previous management experience with responsibilities for hiring and performance management
• Strong analytical background and experience in strategy development and process improvements