Director of Workforce Management

Convo Communications

11h

About The Position

The Director of Workforce Management leads the strategy, execution, and continuous improvement of workforce planning across interpreting services in North America. This role ensures the right interpreters are in the right place at the right time to meet service demand, while maintaining a strong focus on interpreter experience, well-being, and long-term sustainability. This position oversees the full Workforce Management function, including forecasting, scheduling, real-time operations, and workforce systems (timekeeping, scheduling platforms, and break management). The Director ensures alignment between workforce planning and interpreting operations, supporting consistent, reliable service delivery across multiple service lines with varying demand patterns.

Requirements

Bachelor’s degree in Business, Operations, or related field, or equivalent experience
8+ years of progressive experience in Workforce Management within a real-time service environment
3+ years of leadership experience managing high-performing teams
Strong expertise in forecasting, capacity planning, scheduling, and real-time operations
Experience supporting service level-driven environments with measurable performance expectations
Ability to operate in complex, multi-line or multi-region environments
Strong analytical and problem-solving skills, with the ability to translate data into actionable insights
Excellent communication and collaboration skills, with the ability to influence cross-functional partners
Demonstrated ability to lead through change and maintain stability in fast-paced environments
Ability to support a 24/7 operation, including occasional evenings, weekends, and holidays as needed
Reliable high-speed internet connection (>20 Mbps)
Occasional travel <10% may be required

Nice To Haves

Experience supporting regulated environments with strict service level requirements
Familiarity with FCC and/or CAV service expectations
Experience in interpreting services or similar real-time, on-demand service models
Fluency in ASL or experience working within the Deaf or interpreting community

Responsibilities

Workforce Strategy & Planning
Lead workforce planning strategy across interpreting services, including forecasting, capacity planning, and scheduling frameworks
Develop forward-looking workforce plans aligned with Service Delivery priorities, hiring strategy, and financial targets
Apply scenario planning to manage demand variability across multiple service lines
Ensure workforce plans deliver balanced, realistic schedules that support both service level expectations and interpreter sustainability
Workforce Operations Leadership
Lead the end-to-end Workforce Management function, including Real-Time Operations, Scheduling, Workforce Optimization, and Workforce Systems
Ensure seamless coordination between forecasting, scheduling, and real-time execution to support interpreter availability
Oversee timekeeping, scheduling systems, and break management practices to maintain accuracy, consistency, and operational efficiency
Establish clear operating rhythms with interpreting operations to ensure alignment, responsiveness, and execution
Service Level & Regulatory Performance
Partner with Service Delivery leadership to achieve interpreting service level targets and regulatory requirements
Align workforce planning practices with expectations established by FCC and CAV
Monitor workforce-related risks that may impact service levels, response times, or compliance, and drive mitigation strategies
Provide clear visibility into workforce performance to support leadership decision-making, reporting, and audit readiness
Performance & Continuous Improvement
Define and track workforce performance metrics, including service levels, forecast accuracy, staffing efficiency, and cost alignment
Analyze trends and perform root cause analysis to identify opportunities for improvement
Develop and implement sustainable, data-driven solutions that strengthen workforce performance and scalability
Drive continuous improvement across forecasting, scheduling, and real-time workforce practices
Leadership & Team Development
Lead, coach, and develop Workforce Management leadership across optimization, scheduling, and systems functions
Build and maintain a high-performing, forward-looking team focused on proactive planning and operational excellence
Establish clear accountability, performance expectations, and development pathways across the WFM team
Foster a culture grounded in accountability, transparency, and continuous improvement
Cross-Functional Partnership
Partner with Service Delivery, Finance, People & Culture, Product, and Data teams to align workforce planning with business needs
Serve as a strategic advisor to leadership, translating workforce insights into actionable recommendations
Inform hiring plans, capacity decisions, and operational strategy through data-driven insights
Ensure alignment between workforce planning, financial planning, and service delivery execution
Systems & Process Optimization
Enhance workforce tools, reporting capabilities, and automation in partnership with systems and data teams
Improve workforce processes to support scalability, efficiency, and consistency
Ensure data integrity across workforce systems and reporting
Implement best practices to strengthen workforce operations