Corporate Travel Management (CTM) Group

Director, Workforce Engagement Management

Corporate Travel Management (CTM) Group

full-time

Posted on:

Location Type: Remote

Location: United States

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 $90,000 - $130,000 per year

Job Level

Lead

About the role

  • Lead the migration from siloed channel operations to a blended, skill-based Omnichannel workforce model
  • Define and implement universal queue and routing strategies across voice, chat, email, and digital channels
  • Align workforce structures to support end-to-end traveler journeys vs. channel-specific handling
  • Partner with Technology to embed WEM capabilities into CCaaS (Contact Center as a Service)
  • Integrate AI-driven capabilities including: Intelligent forecasting and capacity planning, Automated scheduling and intraday optimization, Real-time agent assist and copilots, Chatbots and virtual agents for demand deflection
  • Drive adoption of predictive and prescriptive analytics to improve decision-making
  • Establish governance for human + AI blended workforce models
  • Own global workforce planning across regions (NA, offshore, global expansion)
  • Optimize: Headcount models and staffing ratios, shrinkage and occupancy, cost-to-serve by channel and customer segment
  • Build scalable models to support offshoring and BPO integration without service degradation
  • Establish productivity standards across channels (e.g., transactions per hour, blended utilization)
  • Drive improvements in metrics: agent efficiency, revenue per booking/transaction, first contact resolution, customer satisfaction
  • Implement real-time performance management frameworks with actionable insights
  • Redesign the agent experience for Omnichannel delivery: Unified desktop experience, Simplified workflows, AI-assisted guidance
  • Lead engagement strategies that improve: retention, training effectiveness, multi-skill enablement
  • Build executive-level reporting across: Workforce efficiency, Service performance (SLA, ASA, response times), Financial outcomes (cost, revenue yield)
  • Deliver actionable insights linking workforce decisions to client experience and profitability
  • Establish global governance standards for WEM practices

Requirements

  • Bachelor’s degree in Business, Operations, Analytics, or related field preferred
  • 8+ years of experience in Workforce Management / Workforce Engagement
  • Experience leading global or multi-region teams, including offshore delivery models
  • Proven leadership in Omnichannel transformation within complex service environments
  • Expertise with WEM platforms: Contact Center as a Service (CCAS)
  • Experience implementing AI and automation on contact center or service operations
  • Advanced proficiency in Microsoft Office Suite and workforce analytics tools, leveraging data to generate insights, inform capacity planning, and communicate performance at an executive level
  • Strong analytical and financial acumen, with the ability to translate workforce data (forecasting, utilization, cost-to-serve) into actionable strategies that drive productivity and efficiency
  • Proven ability to synthesize complex, multi-channel operational data and make timely, high-impact decisions in a dynamic, AI-enabled environment
  • Exceptional attention to detail with a systems mindset, ensuring data integrity, forecasting accuracy, and alignment across Omnichannel workforce models
  • High level of ownership and accountability, with a track record of delivering measurable outcomes in fast-paced, transformation-driven service operations.
Benefits
  • Company Paid Basic Life & AD&D Insurance
  • Company Paid Short-Term Disability
  • Voluntary Long-Term Disability Insurance
  • Robust Wellness Program with incentives available to save money on your medical insurance premiums.
  • Supplemental Life; Accident; Cancer; Critical Illness; Identity Theft Protection and Legal Coverage
  • Three medical plan offerings including a High Deductible Health Plan, HMO plan (available in select states) and a Co-Pay medical plan.
  • Health Savings Account (HSA) with company core contribution and match, on a per pay period basis if enrolled in the HDHP medical plan.
  • Flexible Spending Accounts
  • Dependent Care Savings Account.
  • Dental Insurance Plan
  • Vision Insurance Plan
  • 9 Company Paid Holidays including the day after Thanksgiving.
  • Generous paid time off programs for vacation and sick days
  • Employee Assistance Plan with access to Talk Space Therapy
  • Family Medical Leave
  • Paid Parental Leave (4 weeks)
  • Maternity benefits utilizing company paid STD, plus Parental Leave (4 weeks) to provide time for recovery, baby bonding, and enjoying your family time.
  • Bereavement Leave
  • 401(k) Retirement Plan with a generous match per pay period
  • Student Loan Payment Match
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
workforce managementworkforce engagementAI implementationautomationpredictive analyticsprescriptive analyticscapacity planningperformance managementdata analysisOmnichannel transformation
Soft Skills
leadershipanalytical acumenattention to detailaccountabilitydecision-makingcommunicationstrategic thinkingmulti-skill enablementengagement strategiessynthesis of complex data