Director, Workforce Management

Workforce Director

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we've scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

We are looking for a Workforce Director to lead a Managed Services Team supporting shared services for enterprise clients.

The role ensures the delivery of end-to-end workforce management processes, including forecasting, capacity planning, scheduling, and real-time management, with a fundamental focus on consistent RTA performance. They will review and approve any WFM-related process for implementation.

To drive innovation, the Director is expected to utilize Artificial Intelligence (AI) and automation not just to report information but also to perform data analytics. The role will partner with the WFM Program Optimization Leader to align on global execution with localized excellence. Together, they will build relationships with internal & external partners.

The Director will be responsible for the management and development of a team of WF professionals. This will involve the creation of development plans for the team.

As Director, Workforce Management, you will

• Reviewing the WFM plan with Managers to catch any risks or problems affecting client KPIs and financial goals.
• Dreaming up solutions and action plans to make the program and your team perform better. Utilize the use of technology such as AI and machine learning to improve overall account performance.
• Working closely with department heads to meet all client and company targets.
• Partnering with Training to create courses based on your team's performance needs.
• Coordinating with Operations to get leaders up to speed on WFM concepts and how to use the reports.
• Act as the guardian of staffing efficiency, requiring strategic thinking, vision, and value creation, strategy development, implementation, and change management, performance orientation, and risk oversight.
• Dictate the tempo of actual delivery against agreed workforce management KPIs.
• Anticipate real-time needs weeks prior and adjust staffing levers to ensure the team comes in prepared for daily performance delivery. Regular, daily direction must steer intraday decisions towards favorable staffing outcomes.
• Serve as the primary mentor of the team.

As Director, Workforce Management, you need

• 5-10+ years of experience in workforce management, specifically within large-scale, multi-regional contact center environments.
• Expertise in Client Engagement & Relationship Management and global workforce management delivery.
• Intermediate exposure in WFM software (e.g., Calabrio Aspect, Nice, Verint) and data visualization tools (e.g., Tableau, Looker).
• Industry knowledge and technical understanding of end-to-end WFM processes to guide and recommend on capacity planning (Required).
• Expertise in Real-Time Management, including the ability to dictate the tempo of performance delivery against agreed-upon WFM KPIs.
• Proven ability to proactively anticipate real-time staffing needs.
• Ability to provide regular, daily direction to steer intraday decisions toward favorable staffing outcomes.
• Deep knowledge of WFM platforms and processes is essential for serving as the primary team mentor.
• Behavioral competencies such as coaching ability, establishment of good interpersonal relations, people performance management, change management, and personal active work engagement.
• Strength in both technical knowledge and process optimization, and charting team development for all levels of the team (sr. manager to analyst).
• Ability to travel internationally as needed to support regional engagement requirements.

IntouchCX is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

Any applicant who, because of a disability, needs accommodation or assistance in completing an application or at any time during the application process should contact the Recruiting department and/or the Human Resources department. IntouchCX also provides reasonable accommodations to employees with disabilities consistent with its obligations under the law.

U.S Department of Labor Posters Benefits of Working as a Director, Workforce Management

• Industry-leading medical, vision, and dental benefit plans paid by the employee + paid time off and sick time leave benefits (where applicable by legislation)
• Amazing career growth opportunities