Customer Experience Workforce Management Director

Role Description

Directs omnichannel and back-office workforce planning to ensure optimal staffing and service level adherence across customer experience teams. Leads the development and execution of WFM strategy - including accurate forecasting models, efficient scheduling practices, and real-time adherence processes - to drive operational efficiency, cost optimization, and exceptional service delivery. Partners cross-functionally to implement transformative initiatives and fosters a high-performance team and culture aligned with business objectives.

• Develops and oversees the comprehensive workforce management strategy aligned with overall business goals.
• Ensures accurate demand forecasting and capacity modeling for all customer experience teams (omnichannel and back-office).
• Identifies opportunities for workforce optimization and cost reduction at an enterprise level.
• Implements and monitors effective scheduling methodologies and real-time adherence (RTA) practices.
• Optimizes staffing across shifts and channels to meet service levels while maximizing productivity.
• Ensures the WFM team swiftly addresses intraday staffing gaps or surges.
• Leads the analysis of workforce data and key performance indicators (forecast accuracy, service level, occupancy, AHT, adherence, etc.).
• Establishes appropriate KPIs to measure WFM efficiency and effectiveness.
• Provides regular, actionable reporting on workforce performance to senior leadership and stakeholders.
• Champions the use of workforce management software and tools to enhance planning accuracy and efficiency.
• Supports the configuration and optimization of the WFM system (with heavy emphasis on the Verint platform).
• Pursues automation opportunities to streamline WFM processes and improve responsiveness.
• Collaborates closely with Customer Experience, Quality, Training, Reporting, and Technology teams.
• Communicates staffing needs, assumptions, and constraints to relevant stakeholders.
• Supports new program launches and business transformations with expert workforce planning input.
• Builds, leads, and mentors a high-performing WFM team, including managers, analysts, schedulers, and real-time coordinators.
• Sets clear goals and performance expectations for the team.
• Fosters a positive, collaborative work environment that encourages professional growth, innovation, and accountability.

Qualifications

• 15 or more years of experience in workforce management and/or large-scale contact center operations, with at least 5 years in a leadership role.
• Demonstrated deep knowledge of forecasting, scheduling, intraday management, and capacity planning.
• Proven ability to lead organizational change and process improvements.
• Exceptional analytical skills with the ability to interpret large data sets.
• Excellent communication and interpersonal skills.
• Demonstrated success in managing and developing high-performing teams.
• Experience managing workforce planning for very large operations (supporting 500+ front-line agents).
• Hands-on expertise with enterprise workforce management systems, with Verint WFE software strongly preferred.
• Background in industries such as healthcare, insurance, or business process outsourcing (BPO).

Requirements

• Ability to define a vision for the WFM organization and execute initiatives that align with broader business strategy.
• Adept at critical thinking and data-driven decision-making, especially under dynamic conditions.
• Comfortable with advanced Excel analysis and interpreting BI reports (e.g., Power BI).
• Strong people leadership capabilities, including performance management and coaching.
• History of achieving results in both omnichannel and back-office environments.
• Familiarity with telephony/omnichannel routing platforms and their integration with WFM processes.
• Experience leveraging automation and advanced scheduling algorithms in WFM tools.
• Understanding of industry-specific regulations, labor laws, and compliance considerations related to workforce planning.

Benefits

• Generous, flexible vacation policy.
• 401(k) employer match.
• Comprehensive health benefits.
• Educational assistance.
• Variety of leadership and technical development academies to help build skills and capabilities.