Position Summary: The Director of Workforce Management will be responsible for forecasting, capacity planning, scheduling, real-time management, client reporting, and analytics; identifying opportunities for process improvements that drive efficiencies and services development. This role will work with our Leadership team to lead process improvements, risk management, and improve employee utilization. The Director will develop policies and procedures that positively impact the workforce and will work with operational staff to ensure cross-functional communication progresses toward key goals and metrics. Responsibilities: Managing, continuous improvement, and delegating tasks to the Workforce Management Staff. Participate in and oversee WFM technology selection and implementation. Create and meet all KPI requirements. Perform analysis of the company data to provide insight into reasons for calls, employee performance, forecast variances, KPI variances, and other data relative to Contact Center performance. Schedule creation/Flexibility/Optimization. Forecasting call and ticket volume demand and other contact demand volumes. Identify the point of contact routing anomalies using real-time monitoring applications. Head-count & Demand Forecasting and Planning (Future and real-time). Train team members/managers on the use of workforce planning tools. Develop and maintain high-quality daily, weekly, and monthly reports across the company. Proactively work with various departments to recommend efficiencies and affect change. Performs additional duties as assigned by the Executive Team. Required Skills/Abilities: Excellent (near-native) written and verbal communication skills in English. Leader and Motivator. Advanced Excel knowledge (SQL, VBA is a plus) Experience with implementing new software/applications preferred. Strong strategic management and planning skills. Ability to use own judgment and initiative in problem resolution. Proficiency with Google Workspace. Exceptionally organized and detail-oriented. Education and Experience: 5+ years of related experience (in a management capacity included) within the BPO industry. Bachelor’s Degree in Computer Science, Statistics, Mathematics, Finance, Business Administration, or a related field (a must). Master’s degree preferred. Powered by JazzHR