InVision Communications

Director of Workforce Management

InVision Communications

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $95,000 - $110,000 per year

Job Level

Lead

About the role

  • Lead workforce planning strategy across interpreting services, including forecasting, capacity planning, and scheduling frameworks
  • Develop forward-looking workforce plans aligned with Service Delivery priorities, hiring strategy, and financial targets
  • Apply scenario planning to manage demand variability across multiple service lines
  • Ensure workforce plans deliver balanced, realistic schedules that support both service level expectations and interpreter sustainability
  • Lead the end-to-end Workforce Management function, including Real-Time Operations, Scheduling, Workforce Optimization, and Workforce Systems
  • Ensure seamless coordination between forecasting, scheduling, and real-time execution to support interpreter availability
  • Oversee timekeeping, scheduling systems, and break management practices to maintain accuracy, consistency, and operational efficiency
  • Establish clear operating rhythms with interpreting operations to ensure alignment, responsiveness, and execution
  • Partner with Service Delivery leadership to achieve interpreting service level targets and regulatory requirements
  • Align workforce planning practices with expectations established by FCC and CAV
  • Monitor workforce-related risks that may impact service levels, response times, or compliance, and drive mitigation strategies
  • Provide clear visibility into workforce performance to support leadership decision-making, reporting, and audit readiness
  • Define and track workforce performance metrics, including service levels, forecast accuracy, staffing efficiency, and cost alignment
  • Analyze trends and perform root cause analysis to identify opportunities for improvement
  • Develop and implement sustainable, data-driven solutions that strengthen workforce performance and scalability
  • Drive continuous improvement across forecasting, scheduling, and real-time workforce practices
  • Lead, coach, and develop Workforce Management leadership across optimization, scheduling, and systems functions
  • Build and maintain a high-performing, forward-looking team focused on proactive planning and operational excellence
  • Establish clear accountability, performance expectations, and development pathways across the WFM team
  • Foster a culture grounded in accountability, transparency, and continuous improvement
  • Partner with Service Delivery, Finance, People & Culture, Product, and Data teams to align workforce planning with business needs
  • Serve as a strategic advisor to leadership, translating workforce insights into actionable recommendations
  • Inform hiring plans, capacity decisions, and operational strategy through data-driven insights
  • Ensure alignment between workforce planning, financial planning, and service delivery execution
  • Enhance workforce tools, reporting capabilities, and automation in partnership with systems and data teams
  • Improve workforce processes to support scalability, efficiency, and consistency
  • Ensure data integrity across workforce systems and reporting
  • Implement best practices to strengthen workforce operations

Requirements

  • Bachelor’s degree in Business, Operations, or related field, or equivalent experience
  • 8+ years of progressive experience in Workforce Management within a real-time service environment
  • 3+ years of leadership experience managing high-performing teams
  • Strong expertise in forecasting, capacity planning, scheduling, and real-time operations
  • Experience supporting service level-driven environments with measurable performance expectations
  • Ability to operate in complex, multi-line or multi-region environments
  • Strong analytical and problem-solving skills, with the ability to translate data into actionable insights
  • Excellent communication and collaboration skills, with the ability to influence cross-functional partners
  • Demonstrated ability to lead through change and maintain stability in fast-paced environments
  • Fluency in ASL or experience working within the Deaf or interpreting community
Benefits
  • Ability to support a 24/7 operation
  • Reliable high-speed internet connection (>20 Mbps)
  • Occasional travel <10% may be required
Applicant Tracking System Keywords

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

Hard Skills & Tools
workforce planningforecastingcapacity planningschedulingreal-time operationsworkforce optimizationperformance metricsdata-driven solutionsroot cause analysisprocess improvement
Soft Skills
leadershipanalytical skillsproblem-solvingcommunicationcollaborationinfluencingchange managementaccountabilitytransparencyteam development