Direct omnichannel and back-office workforce planning
Ensure optimal staffing and service level adherence across customer experience teams
Lead the development and execution of WFM strategy
Implement and monitor effective scheduling methodologies and real-time adherence practices
Analyze workforce data to uncover trends and areas for improvement
Champion the use of workforce management software

15+ years of experience in workforce management and/or large-scale contact center operations
5+ years in a leadership role
Deep knowledge of forecasting, scheduling, intraday management, and capacity planning in a complex, multi-site customer service environment
Ability to lead organizational change and process improvements
Exceptional analytical skills
Advanced Excel analysis and BI reports
Experience managing workforce planning for large operations
Strong understanding of industry-specific regulations and labor laws

Customer Experience Workforce Management Director

Key skills