Workforce Management Director at Xplore Inc.

Join Xplore as the Director, Workforce Management & Analytics, shaping the future of contact center efficiencies. Play a crucial role in optimizing resource allocation and enhancing customer experiences. This senior position requires you to manage workforce strategies that ensure Xplore's contact centers remain staffed and efficient. You will act as the primary authority, translating complex forecasts and business plans into effective workforce models. Your efforts will directly contribute to the scalability and sustainability of operations in a technology-forward telecom environment. Key Responsibilities Define the workforce management strategy across customer care channels Lead accurate forecasting and capacity planning initiatives Develop insightful performance metrics and scorecards Maintain budget oversight and workforce financial management Ensure operational readiness for product launches and regulatory changes Requirements Minimum 10 years in Workforce Management or related field Proven leadership in high-volume, multi-site operations Proficiency in performance analysis and budget management Bachelor's degree in Business, Analytics, Finance or similar Relevant advanced certifications a plus Utilize your expertise to propel Xplore towards excellence in customer service and operational discipline. J-18808-Ljbffr