Customer Experience Workforce Management Director

Gainwell Technologies LLC

17h•Remote

About The Position

Directs omnichannel and back-office 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. The role involves developing and overseeing a comprehensive workforce management strategy aligned with overall business goals, ensuring accurate demand forecasting and capacity modeling for all customer experience teams, and proactively adjusting plans to meet changing business needs and market dynamics. It also identifies opportunities for workforce optimization and cost reduction at an enterprise level. The position implements and monitors effective scheduling methodologies and real-time adherence (RTA) practices, optimizing staffing across shifts and channels to meet service levels while maximizing productivity and maintaining compliance with labor laws and organizational policies. It ensures the WFM team swiftly addresses intraday staffing gaps or surges, minimizing impact on performance. The Director 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, establishing appropriate KPIs to measure WFM efficiency and effectiveness. This role provides regular, actionable reporting on workforce performance to senior leadership and stakeholders, using data-driven insights to inform tactical and strategic decisions. It champions the use of workforce management software and tools to enhance planning accuracy and efficiency, supporting the configuration and optimization of the WFM system (with heavy emphasis on the Verint platform) for forecasting, scheduling, and dashboard reporting, and pursuing automation opportunities to streamline WFM processes and improve responsiveness. The Director collaborates closely with Customer Experience, Quality, Training, Reporting and Technology teams to ensure workforce plans and schedules are aligned with business objectives and account for upcoming initiatives or constraints. This includes communicating staffing needs, assumptions, and constraints to relevant stakeholders and partnering on solutions for improving overall operational performance, as well as supporting new program launches and business transformations with expert workforce planning input. Finally, the role builds, leads, and mentors a high-performing WFM team, including managers, analysts, schedulers, and real-time coordinators, setting clear goals and performance expectations, providing ongoing coaching, development, and succession planning, and fostering a positive, collaborative work environment that encourages professional growth, innovation, and accountability, ensuring 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, with at least 5 years in a leadership role.
Demonstrated deep knowledge of forecasting, scheduling, intraday management, and capacity planning in a complex, multi-site customer service environment.
Proven ability to lead organizational change and process improvements in an operations or WFM function, delivering measurable gains in efficiency, service levels, or cost savings.
Able to define a vision for the WFM organization and execute initiatives that align with broader business strategy.
Exceptional analytical skills with the ability to interpret large data sets and translate them into actionable plans.
Adept at critical thinking and data-driven decision-making, especially under dynamic conditions.
Comfortable with advanced Excel analysis and interpreting BI reports (e.g., Power BI) to drive insights.
Excellent communication and interpersonal skills, with a track record of effectively collaborating with and influencing cross-functional teams and senior executives.
Able to clearly present workforce plans and performance data to non-WFM audiences and incorporate their feedback to refine strategies.
Demonstrated success in managing and developing high-performing teams.
Strong people leadership capabilities, including performance management, coaching, and the ability to inspire and motivate staff across different locations or functions.
Experience managing workforce planning for very large operations (for example, supporting 500+ front-line agents or employees across multiple sites and channels).
Hands-on expertise with enterprise workforce management systems

Nice To Haves

History of achieving results in both omnichannel and back-office environments is a strong plus.
Verint WFE software strongly preferred.
Familiarity with telephony/omnichannel routing platforms and their integration with WFM processes is beneficial.
Experience leveraging automation and advanced scheduling algorithms in WFM tools is a plus.
Background in industries such as healthcare, insurance, or business process outsourcing (BPO) with high-volume contact center or service operations.
Understanding of industry-specific regulations, labor laws, and compliance considerations related to workforce planning (e.g., scheduling requirements, overtime rules) is advantageous.

Responsibilities

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 (omnichannel and back-office), 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.
Supports 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, Reporting 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, where data may be more ambiguous, 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.