Director, Workforce Management, Customer Experience & Quality

EVERSANA•Mason, OH

18d•Remote

About The Position

We are seeking a Director level professional, capable of carrying out supervisory responsibilities in accordance with the organization's policies and applicable laws. The ideal fit will have proven leadership building and scaling Workforce Management, Quality Management, and Operations Training functions within a multi-site, multi-channel operations environment. In this role, you will be interviewing, hiring, and training associates; planning, assigning, and directing work; appraising performance; and other associate issues as may arise. This role requires extensive experience designing and implementing staffing models, forecasting methodologies, and capacity plans for both call center (phone) and non-phone/back-office operations functions, as well as prior experience in a BPO, outsourced services, or other B2B operations environment are highly preferred.

Requirements

Bachelor’s degree in business, operations management, or related field required; Master’s degree preferred, or equivalent experience
Minimum 8+ years of progressive experience in workforce management, with direct leadership experience across Workforce Management, Quality, and/or Training functions within a multi-site, multi-channel operations environment
Prior experience in a BPO, outsourced services, or other B2B operations organization strongly preferred
Demonstrated experience building staffing models for both call center/phone and non-phone/back-office functions
Prior experience managing managers
Background with NICE contact center, workforce management platforms and quality monitoring systems.

Nice To Haves

Expert in Microsoft Excel, proficient in other Microsoft Office applications.
Prior experience in a healthcare, life sciences, or pharma services environment a plus.
Advanced knowledge of forecasting, scheduling, and statistical modeling techniques across multiple channels and skill types
Strong understanding of quality monitoring frameworks, quality scorecards, and calibration processes
Experience designing and overseeing training curricula, onboarding programs, and ongoing skills development for operations staff
Demonstrated ability to lead through other managers (leading leaders), building high-performing teams across Workforce Management, Quality, and Training disciplines.

Responsibilities

Lead and oversee the Workforce Management, Quality Management, and Operations Training functions, providing strategic direction and functional leadership to contributors within each discipline.
Design, build, and continuously refine staffing models, forecasts, and capacity plans for both call center/phone operations and non-phone/back-office operations functions to ensure appropriate coverage across all lines of business.
Serve as the organization's subject matter expert on the NICE contact center and workforce management platform (NICE CXone, NICE WFM), directing configuration, administration, and ongoing optimization to support forecasting, scheduling, and real-time management.
Serve as a key stakeholder leader in the organization's relationship with NICE as a strategic platform vendor, partnering with Operations and IT to guide system upgrades, integrations, and rollout of new features that scale the platform to meet the needs of a multi-site, multi-channel operation.
Partner with Operations and Client Services leadership to develop long-range workforce plans that support new business implementations, client growth, and RFP responses.
Establish and govern real-time management practices, ensuring workforce optimization adjustments are made based on volume, activity, and service level performance across all channels.
Oversee the development and administration of quality monitoring programs, scorecards, calibration sessions, and quality-related coaching to ensure consistent, high-quality service delivery.
Direct the design and delivery of new-hire and ongoing training curricula for operations staff, ensuring programs align with evolving business needs and quality standards.
Analyze workforce, quality, and training trends across sites and channels; proactively communicate findings to senior leadership and implement corrective action plans as needed.
Develop and present executive-level reporting and dashboards covering workforce, quality, and training performance metrics for internal and external (client) stakeholders.
Identify and implement process improvements, best practices, and standardized policies for the Workforce Management, Quality, and Training functions across all sites.
Lead, mentor, and develop a team of individual contributors across Workforce Management, Quality, and Training, fostering a culture of accountability, collaboration, and continuous improvement.
Partner cross-functionally with HR, IT, and Operations leadership on the tools, technology, and systems supporting workforce management, quality, and training (e.g., WFM platforms, quality monitoring systems, learning management systems).
Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.
Responsible for and oversee their respective departments.
Interview, select and supervise the activities of the department staff; communicate interpret and discuss with team the company policies and procedures.
Determine job objectives, work methods and performance standards; review performance relative to departmental objectives discussion appraisal with each employee and performance; authorize and communicate salary changes, promotions, transfers, discipline, and discharge and administer all other personnel actions.