Director, Workforce Management, Customer Experience – Quality

EVERSANA

Director role managing Workforce Management, Quality, and Training functions to improve patient lives. Leading diverse teams and implementing innovative operational strategies for EVERSANA's growth.

Posted 7/25/2026full-timeRemote • Ohio • 🇺🇸 United StatesLead💰 $105,000 - $120,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Workforce Management, Quality Management, and Operations Training, with a strong focus on staffing models, capacity planning, and process improvements. Proficient in developing training curricula and analyzing workforce metrics to drive operational excellence.

Highest-signal resume keywords

Workforce Management ExpertiseNICE Contact Center ProficiencyStaffing Model DevelopmentMicrosoft Excel ExpertiseBilingual in English and Spanish

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Workforce ManagementQuality ManagementOperations TrainingStaffing ModelsCapacity PlanningQuality Monitoring SystemsData AnalysisExecutive ReportingProcess Improvement

Tools & Technologies

NICE Contact CenterMicrosoft ExcelMicrosoft Office

Industry Keywords

Workforce PlanningReal-Time ManagementTraining CurriculaCall Center OperationsBack-Office Functions

About the role

Key responsibilities & impact

Lead and oversee the Workforce Management, Quality Management, and Operations Training functions
Design, build, and continuously refine staffing models, forecasts, and capacity plans
Serve as the organization's subject matter expert on the NICE contact center and workforce management platform
Partner with Operations and Client Services leadership to develop long-range workforce plans
Establish and govern real-time management practices across all channels
Oversee the development and administration of quality monitoring programs
Direct the design and delivery of new-hire and ongoing training curricula for operations staff
Analyze workforce, quality, and training trends across sites
Develop and present executive-level reporting and dashboards covering workforce metrics
Identify and implement process improvements for the Workforce Management, Quality, and Training functions

Requirements

What you’ll need

Bachelor’s degree in business, operations management, or related field required; Master’s degree preferred
Minimum 8+ years of progressive experience in workforce management
Experience building staffing models for both call center/phone and non-phone/back-office functions
Background with NICE contact center, workforce management platforms and quality monitoring systems
Expert in Microsoft Excel, proficient in other Microsoft Office applications
Must be fluent in English and Spanish.

Benefits

Comp & perks

Health insurance
401(k)
Competitive salary
Paid time off
Flexible work arrangements
Professional development