Director of Workforce Management

Job Description

Job Description

The Director of WFM is responsible for leading the Workforce Management (WFM) function for a fast-paced contact center environment. This role oversees forecasting, capacity planning, scheduling, real-time operations, workforce analytics, and reporting to ensure exceptional customer service while maximizing operational efficiency. The Director of WFM leads a team of Workforce Analysts and Real-Time Analysts and partners closely with Operations and Leadership to align staffing strategies with business objectives.

 

The ideal candidate is highly analytical, collaborative, and experienced with Genesys Cloud Workforce Management, using data-driven insights to improve service levels, optimize staffing, and enhance both customer and employee experiences.

Essential Responsibilities

• Workforce Planning & Forecasting
• • Develop long-term, monthly, weekly, and daily contact volume forecasts across multiple channels.
  • Create staffing models based on historical trends, seasonality, business initiatives, and operational changes.
  • Build capacity plans to ensure staffing aligns with current and future business needs.
  • Evaluate forecast accuracy and continuously improve forecasting methodologies.

 

• Scheduling & Workforce Management
• • Oversee the creation and maintenance of employee schedules using Genesys Workforce Management.
  • Ensure schedules balance customer demand, service level objectives, employee preferences, and operational efficiency.
  • Manage intraday schedule adjustments based on changing business conditions.
  • Review shrinkage trends and recommend strategies to improve workforce utilization.

 

• Real-Time Operations
• • Lead the Real-Time Analyst (RTA) team responsible for monitoring daily contact center performance.
  • Direct real-time staffing decisions including schedule adherence, overtime, voluntary time off, and off-phone activities.
  • Monitor service levels, average speed of answer, abandonment rates, occupancy, and other operational metrics.
  • Communicate staffing risks and mitigation plans to operational leadership throughout the day.

 

• Analytics & Reporting
• • Develop dashboards, scorecards, and executive reports that provide meaningful operational insights.
  • Analyze workforce trends, staffing efficiency, productivity, adherence, occupancy, and customer demand.
  • Identify opportunities for operational improvements through data analysis.
  • Present findings and recommendations to senior leadership.

• Continuous Improvement
• • Optimize Workforce Management processes within Genesys Cloud.
  • Recommend automation opportunities and reporting enhancements.
  • Maintain workforce policies, procedures, and documentation.
  • Stay current on workforce management best practices and emerging contact center technologies.

Requirements of Experience & Qualifications

• Bachelor's degree in Business Administration, Operations Management, Analytics, Information Systems, or related field, or equivalent work experience.
• 5+ years of contact center workforce management experience.
• 2+ years of leadership experience managing Workforce Analysts or Real-Time Analysts.
• Hands-on experience with Genesys Cloud Workforce Management (Genesys WFM).
• Strong knowledge of workforce management principles including forecasting, scheduling, capacity planning, and real-time management.
• Advanced proficiency with Microsoft Excel, including pivot tables, formulas, charts, and data analysis.
• Experience developing executive-level reports and dashboards.
• Strong analytical, organizational, and problem-solving skills.
• Excellent written and verbal communication skills.
• Experience supporting multi-site or remote contact center operations.
• Knowledge of SQL, Power BI, or other business intelligence platforms.
• Experience with workforce optimization tools and performance analytics.
• Understanding of contact center KPIs including:
• • Service Level
  • Average Speed of Answer (ASA)
  • Average Handle Time (AHT)
  • Occupancy
  • Schedule Adherence
  • Forecast Accuracy
  • Customer Satisfaction (CSAT)
  • First Contact Resolution (FCR)

This position operates in a dynamic contact center environment supporting both onsite and remote employees. Occasional extended hours may be required to support peak business periods, system implementations, or critical operational events.