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.

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