Director of Workforce Management

Netspend•Austin, TX

About The Position

The Director of Workforce Management bridges the gap between high-level data strategy and daily operational execution. This role owns the infrastructure, forecasting methodologies for labor, and real-time strategies required to keep operations running seamlessly. The core mission is to balance the scales: ensuring the organization consistently hits SLAs, maximizes efficiency, and controls labor spend, all while keeping frontline teams supported.

Requirements

5-7+ years of experience leading, coaching, and upskilling WFM teams to drive peak performance.
Proven ability to frame dense operational data into clear, accessible stories that help executives make informed business decisions.
Hands-on experience with WFM platforms (Assembled, Calabrio, Genesys, etc.) and a forward-thinking approach to leveraging AI for data analysis and forecasting.
Extensive experience supporting complex, multi-site, and asynchronous digital contact environments.
Expert understanding of core metrics, including SL, ASA, AHT, shrinkage, occupancy, and utilization.
A systematic thinker with a strong bias for action, comfortable navigating ambiguity, and dedicated to continuous improvement.

Responsibilities

Designs and maintains quarterly and annual capacity models to dictate corporate budgets, hiring pipelines, and BPO allocations.
Oversees high-accuracy forecasting for contact volumes and Average Handle Time (AHT) across monthly, weekly, and interval levels.
Runs statistical scenario models to project how upcoming product launches, billing cycles, or marketing campaigns will impact staffing needs.
Validation of BPO schedules to ensure they match actual demand curves perfectly while balancing employee preferences, compliance, and occupancy.
Tracks and manages multi-layered shrinkage (absenteeism, PTO, coaching) so net capacity always aligns with real-world requirements.
Designs routing and scheduling strategies tailored to modern, multi-skilled, and asynchronous digital environments (voice, chat, email).
Establish the governing policies, guardrails, and parameters for real-time queue management, guiding the team when to pull levers like overtime, voluntary time off (VTO), or cross-queue re-skilling.
Define and own standard operating procedures (SOPs) for system outages, extreme volume anomalies, and critical service spikes. Lead daily operational huddles with partner teams to align on instant action plans and preserve SLAs.
Serves as the primary business owner for the enterprise WFM software suite (e.g., NICE IEX, Verint, Assembled), ensuring optimal configuration and maximum ROI.
Translates complex WFM concepts into clear, actionable narratives for executive leadership, ensuring stakeholders understand the trade-offs and financial metrics behind operational decisions.
Manages and mentors a team of WFM Analysts, fostering their professional growth while collaborating cross-functionally with vertical leaders and IT/Telephony teams.