Customer Experience Workforce Management Director

Gainwell Technologies LLC • OH

73d • $127,400 - $182,000

About The Position

Directs multi-channel (voice and non-voice) workforce planning to ensure optimal staffing and service level adherence across customer experience teams. Leads the development and execution of WFM strategy - including accurate forecasting models, efficient scheduling practices, and real-time adherence processes - to drive operational efficiency, cost optimization, and exceptional service delivery. Partners cross-functionally to implement transformative initiatives and fosters a high-performance team and culture aligned with business objectives. Develops and oversees the comprehensive workforce management strategy aligned with overall business goals. Ensures accurate demand forecasting and capacity modeling for all customer experience teams (voice and non-voice), proactively adjusting plans to meet changing business needs and market dynamics. Identifies opportunities for workforce optimization and cost reduction at an enterprise level. Implements and monitors effective scheduling methodologies and real-time adherence (RTA) practices. Optimizes staffing across shifts and channels to meet service levels while maximizing productivity and maintaining compliance with labor laws and organizational policies. Ensures the WFM team swiftly addresses intraday staffing gaps or surges, minimizing impact on performance. Leads the analysis of workforce data and key performance indicators (forecast accuracy, service level, occupancy, AHT, adherence, etc.) to uncover trends, bottlenecks, and areas for improvement. Establishes appropriate KPIs to measure WFM efficiency and effectiveness. Provides regular, actionable reporting on workforce performance to senior leadership and stakeholders, using data-driven insights to inform tactical and strategic decisions. Champions the use of workforce management software and tools to enhance planning accuracy and efficiency. Oversees the configuration and optimization of the WFM system (with heavy emphasis on the Verint platform) for forecasting, scheduling, and dashboard reporting. Pursues automation opportunities to streamline WFM processes and improve responsiveness. Collaborates closely with Customer Experience, Quality, Training, and Technology teams to ensure workforce plans and schedules are aligned with business objectives and account for upcoming initiatives or constraints. Communicates staffing needs, assumptions, and constraints to relevant stakeholders and partners on solutions for improving overall operational performance. Supports new program launches and business transformations with expert workforce planning input to ensure proper staffing and resource planning from the outset. Builds, leads, and mentors a high-performing WFM team, including managers, analysts, schedulers, and real-time coordinators. Sets clear goals and performance expectations for the team, and provides ongoing coaching, development, and succession planning. Fosters a positive, collaborative work environment that encourages professional growth, innovation, and accountability. Ensures the WFM team is engaged, well-trained, and effectively partnered with other departments to achieve shared goals.

Requirements

• 15 or more years of experience in workforce management and/or large-scale contact center operations.
• At least 5 years in a leadership role.
• Demonstrated deep knowledge of forecasting, scheduling, intraday management, and capacity planning.
• Proven ability to lead organizational change and process improvements.
• Exceptional analytical skills with the ability to interpret large data sets.
• Excellent communication and interpersonal skills.
• Demonstrated success in managing and developing high-performing teams.
• Experience managing workforce planning for very large operations.
• Hands-on expertise with enterprise workforce management systems, preferably Verint.
• Background in industries such as healthcare, insurance, or business process outsourcing.

Nice To Haves

• Familiarity with telephony/omnichannel routing platforms.
• Experience leveraging automation and advanced scheduling algorithms in WFM tools.

Responsibilities

• Directs multi-channel workforce planning to ensure optimal staffing and service level adherence.
• Leads the development and execution of WFM strategy including forecasting models and scheduling practices.
• Partners cross-functionally to implement transformative initiatives.
• Develops and oversees the comprehensive workforce management strategy.
• Ensures accurate demand forecasting and capacity modeling.
• Identifies opportunities for workforce optimization and cost reduction.
• Implements and monitors effective scheduling methodologies and real-time adherence practices.
• Optimizes staffing across shifts and channels.
• Leads the analysis of workforce data and key performance indicators.
• Establishes appropriate KPIs to measure WFM efficiency and effectiveness.
• Provides regular, actionable reporting on workforce performance.
• Champions the use of workforce management software and tools.
• Collaborates closely with various teams to ensure alignment with business objectives.
• Supports new program launches and business transformations.
• Builds, leads, and mentors a high-performing WFM team.

Benefits

• Generous, flexible vacation policy.
• 401(k) employer match.
• Comprehensive health benefits.
• Educational assistance.
• Leadership and technical development academies.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 5,001-10,000 employees