Director, Workforce Planning

Accountabilities: Define enterprise workforce strategy: Establish and lead the workforce management vision for contact center operations, aligning staffing, capacity planning, and service-level targets with business priorities and customer experience objectives. Lead strategic workforce planning: Oversee long-range and annual planning, including demand forecasting, hiring requirements, and budget inputs across business units, locations, and communication channels to support growth while controlling costs and mitigating operational risks. Establish planning frameworks and KPIs: Develop and govern standardized workforce management policies, methodologies, performance metrics, and reporting frameworks, including forecast accuracy, schedule adherence, occupancy, and service levels. Manage and develop leadership teams: Oversee workforce planning functions spanning capacity planning, forecasting, scheduling, and real-time performance management. Coach and develop team leaders and analysts while fostering accountability, collaboration, and continuous improvement. Drive cross-functional alignment: Partner with operations, sales, finance, HR, and external vendor partners to align staffing strategies with demand patterns, productivity targets, hiring plans, training requirements, and workforce initiatives. Advance workforce management technology: Lead the roadmap for workforce management platforms and related technologies, including AI-enabled capabilities, telephony routing, and reporting solutions, in collaboration with product, engineering, and technology vendors. Optimize operational performance: Identify and implement initiatives to improve forecasting precision, scheduling efficiency, shrinkage management, staffing utilization, and real-time execution through analytics, experimentation, and scalable best practices. Provide executive-level insights: Translate complex workforce data into actionable recommendations through dashboards, performance reviews, and executive presentations, highlighting operational risks, growth opportunities, resource requirements, and strategic trade-offs. Support scalable business growth: Build adaptable workforce management processes and operating models that balance cost efficiency, service quality, employee experience, and evolving business needs across high-volume, multi-channel environments. Requirements Education: Bachelor's degree in business, operations management, mathematics, statistics, finance, industrial engineering, or a related field. Professional experience: At least 10 years of experience in workforce management, contact center operations, or a closely related discipline, including a minimum of five years in people leadership roles overseeing multidisciplinary teams. Enterprise workforce planning expertise: Demonstrated experience leading large-scale or enterprise workforce planning, forecasting, and scheduling in high-volume, multi-channel service or support environments, including collaboration with business process outsourcing (BPO) partners. Strategic and analytical capabilities: Proven ability to leverage data, analytics, and performance metrics to identify operational drivers, improve forecasting accuracy, optimize staffing levels, and enhance productivity, customer experience, and sales outcomes. Workforce management technology: Working knowledge of workforce management platforms such as Aspect, Genesys, or NICE, along with related telephony, routing, CRM, and reporting tools. Leadership and team development: Strong experience leading, coaching, and developing managers and specialist teams, establishing clear performance expectations, and building effective, collaborative operating structures. Executive communication and influence: Demonstrated ability to communicate complex insights clearly, present data-driven recommendations, and influence senior executives and cross-functional stakeholders in a fast-paced, evolving business environment. Business and financial acumen: Ability to balance service-level requirements, workforce capacity, operational costs, productivity targets, and employee experience when making strategic decisions. Change management and innovation: Experience leading continuous improvement initiatives, implementing new processes or technologies, and adapting workforce strategies to changing business demands. Strategic mindset and problem-solving: Excellent critical thinking, organizational, decision-making, and problem-solving skills, with the ability to translate enterprise objectives into practical, measurable workforce management strategies. Remote collaboration: Ability to lead distributed teams and collaborate effectively with stakeholders across functions and locations in a remote-first work environment. Benefits Competitive annual base salary: Compensation varies by location: $142,500–$227,600 USD in California, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington State, and Washington, D.C. $135,400–$216,200 USD in Colorado, Hawaii, Illinois, Maine, Minnesota, Nevada, Ohio, Rhode Island, Vermont, and Virginia. Compensation for other locations may vary according to local market conditions, experience, and qualifications. Equity awards: Eligibility for equity compensation, with awards determined by factors such as experience, performance, and location. Remote work flexibility: A distributed work model that allows eligible employees to work from a location of their choice within the United States, subject to applicable location restrictions. Leadership opportunities: The chance to shape enterprise workforce strategy, lead multidisciplinary teams, and influence high-level operational and business decisions. Technology and innovation: Opportunities to advance workforce management practices through analytics, automation, AI, and modern operational tools. Professional growth: An environment that encourages continuous learning, career development, and collaboration across business and technology functions. Inclusive workplace: A commitment to equal employment opportunity and a culture that values diverse perspectives, innovation, and collaboration. Work-life flexibility: A distributed working approach built on trust, clear processes, and the flexibility to work where employees can be most productive. Accessibility and accommodations: Support for qualified applicants and employees who require reasonable accommodations during the hiring process or employment.