Develop the enterprise workforce management vision, strategy, and operating model for forecasting, staffing, capacity planning, scheduling, and intraday management across all channels.
Create dynamic capacity models incorporating growth projections, seasonal and cyclical patterns, product roadmap changes, financial targets and personnel types for all retrieval methods.
Lead long-range forecasting development that leverages predictive analytics, advanced modeling, and scenario planning to support budget planning and operational readiness. Build dynamic staffing frameworks that respond to real-time volume trends and inventory shifts, enabling proactive decision-making and rapid load balancing.
Oversee the governance, optimization, and roadmap of WFM technology systems, including forecasting engines, scheduling platforms, outbound dialers, and real-time management tools.
Drive automation initiatives that reduce manual effort, streamline capacity workflows, and increase forecasting accuracy (e.g., machine learning-enabled models, automated campaign pacing, real-time dynamic intraday tools).
Collaborate with Operations and Inventory leaders to align staffing strategies to operational needs, inventory flows, and priority work drivers.
Partner with Finance, Operations and HR to ensure workforce plans and staffing models align with budget expectations, headcount targets, and ROI frameworks.
Present workforce forecasts, business cases, and performance narratives to executive leadership, translating data into clear, actionable insights for decision-makers.
Lead, mentor, and develop a team of managers, supervisors, analysts, and system administrators responsible for forecasting, planning, scheduling, intraday actions, and telephony operations. Establish performance standards, KPIs, and continuous improvement programs across the WFM organization.
Create a culture of operational excellence, cross-training, and analytical rigor while ensuring succession planning and skill development across the team.
Oversee enterprise reporting of forecast accuracy, staffing adherence, capacity utilization, dialer performance, and service delivery metrics.
Identify gaps in performance, workflow inefficiencies, and control weaknesses while leading strategic initiatives to close those gaps.
Optimize vendor/BPO partner models, including capacity plans, performance SLAs, and volume allocation strategies.
Ensure all outbound dialing activities and workforce processes comply with regulatory requirements, risk controls, and documented procedures. Partner with business stakeholders and risk teams to maintain accurate control inventories, workflows, and monitoring routines that support consistent internal and external control testing.

Requirements

Bachelor’s Degree in Business, Operations, Analytics, or related field (Master’s preferred), or equivalent experience.
10–12+ years of progressive Workforce Management experience, including forecasting, capacity planning, scheduling, and real-time management in a multi-channel contact center environment.
5+ years of leadership experience managing large, multi-layered WFM teams (managers, analysts, supervisors, administrators).
Demonstrated expertise in Director-level strategic planning, including enterprise forecasting models, long-range capacity planning, budget alignment, and scenario modeling.
Advanced analytical capability, including experience developing automated forecasting models, predictive analytics, or machine learning-supported planning tools.
Proven experience overseeing large-scale telephony and outbound dialing platforms (NICE/CXOne, RingCentral, Genesys, or equivalent), including campaign strategy and system performance optimization.
Strong knowledge of WFM platforms, telephony routing systems, and dialer technologies, with a focus on automation and scalability.
Exceptional business acumen, with the ability to translate data insights into strategic recommendations for senior executives.
Strong understanding of complex inventory management and how inventory flows impact capacity demand, dialing strategy, and operational performance.
Advanced proficiency in SQL, analytics tools (PowerBI, Tableau), and Excel, with the ability to build and direct analytical frameworks.
Experience working with outsourced contact centers, including staffing governance, productivity metrics, and performance management.
Deep knowledge of call center KPIs, workforce optimization methods, and operational workflows.
Outstanding communication abilities, with experience presenting to executives, leading cross-functional workstreams, and influencing strategic decisions.

Benefits

Health insurance
Retirement plans
Paid time off
Flexible work arrangements
Professional development

Applicant Tracking System Keywords

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

Hard skills

workforce managementforecastingcapacity planningschedulingpredictive analyticsautomated forecasting modelsmachine learningSQLPowerBITableau

Soft skills

leadershipstrategic planningbusiness acumencommunicationanalytical capabilitycross-functional collaborationmentoringperformance managementdecision-makingcontinuous improvement