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Director Workforce Management
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Full-time
- Reporting to the Contact Center Leader, you'll spearhead short, medium, and long-term forecasting, capacity planning, workload optimization, and data governance across sales, service, claims, and underwriting.
- Your expertise will be pivotal in crafting innovative workforce staffing solutions and collaborating with Enterprise functions to drive the seamless expansion and enhancement of our Contact Center Operations.
- Location:This position is a hybrid role, on-site 3 days per week at one of the following office locations: Chevy Chase MD; Dallas TX; Fredericksburg, VA: Lakeland, FL; Macon, GA; Tucson, AZ.Responsibilities:Develop and implement a scalable workforce management model across various industry verticals, optimizing resources across lines of business, products, channels, and geographies.
- Direct day-to-day workforce management activities including forecasting, scheduling, and intraday operations.
- Establish data-driven practices for continuous performance analysis, collaborating with Data & Metrics team for accurate forecasting and capacity planning.
Expired 14 days agoInactive Job
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