Director, Workforce Management

Responsibilities:

• Work with management teams to oversee workforce optimization programs to ensure innovation and standardization of best practices across all divisions.
• Define key metrics to provide managers with a solid understanding of business performance
• Analyze historical trends and future projections to create forecasting, scheduling, and staffing plans
• Analyze and manage associate training and certifications, adjusting as needed to ensure staffing levels are achieved
• Establish reporting methods around key metrics related to WFM and ensure KPI’s are met
• Serve as the WFM system owner, working with the vendor and Corporate Director of WFM and WFM System Administrator on system issues and upgrades
• Work with internal audit, HR, and management teams to ensure compliance standards are being met

Requirements

• Education Experience – Minimum Bachelor’s Degree (4-year College or University)
• 5+ Years Related Experience in BPO, Call Center, logistics or workforce management
• 3+ Years of leadership experience
• Work with management teams to oversee workforce optimization programs to ensure innovation and standardization of best practices across all divisions
• Analyze historical trends and future projections to create forecasting, scheduling, and staffing plans
• Analyze and manage associate training and certifications, adjusting as needed to ensure staffing levels are achieved
• Establish reporting methods around key metrics related to WFM and ensure KPI’s are met
• Work with internal audit, HR, and management teams to ensure compliance standards are being met
• Serve as the WFM system owner, working with the vendor and Corporate Director of WFM and WFM System Administrator on system issues and upgrades

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development