Director of Workforce Management
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About The Position
Renuity is seeking a Director of Workforce Management to join our team here in Dallas. The Director of Workforce Management is responsible for developing and overseeing workforce planning strategies to optimize staffing, scheduling, and dialer/operational efficiency. This role will be responsible for managing our current Five9 dialer system, developing our enterprise dialing strategy, creating an SOP for how each call center should be using our technology, ensure that resources align with business goals, enhance agent productivity, create staffing forecast by division, be the go-to person for all dialer/tech related issues and work closely with our Five9 TAM. The Director will lead a team of workforce managers and collaborate with Call Center Directors and Center of Excellence. This role requires proven leadership experience in managing workforce management teams, expertise in call center dialer monitoring, proficiency in call center technology and data management, and exceptional communication and analytical skills.
