Director, Workforce Management

Upgrade•Phoenix, AZ

1d•Onsite

About The Position

The Director of Workforce Management is a newly created senior role on the PSC Operations SVP's leadership team, built to establish dedicated WFM ownership at a critical inflection point. The Director will own end-to-end WFM strategy — forecasting, on/offshore capacity, real-time analytics, and tooling — and must be equally comfortable at the executive table and in the operational weeds, influencing across functions without direct authority.

Requirements

8+ years in Workforce Management, with 3+ years in a senior leadership role in a multi-channel contact center
Experience managing hybrid on/offshore WFM models and BPO partner relationships
Proficiency with WFM platforms including automation, queue management, agent skilling, and system integrations
Strong analytical skills — SQL, Tableau, DBvisualizer, or equivalent; able to self-service data independently
Proven cross-functional influencer with a track record of measurable WFM performance improvement (SLA, occupancy, absence, cost)
Executive presence and communication skills; experience building or significantly maturing a WFM function
English is required for all positions, as it involves interacting with staff at Upgrade's offices worldwide.

Nice To Haves

Bachelor's degree in Business, Operations, Data Analytics, or equivalent experience
Background in fintech, financial services, or a high-growth startup environment
Experience leading WFM through a contact center model transition (single-site to multi-site or onshore to hybrid BPO)

Responsibilities

Own the comprehensive WFM strategy across Customer Service, Application Verifications, Servicing & Collections, Fraud Operations, and QA/QI — spanning forecasting, capacity planning, RTA, schedule optimization, and technology roadmap
Lead the transition to a hybrid on/offshore operating model, managing capacity allocation between onshore staff and BPO partner to optimize service levels and cost
Serve as the enterprise authority on capacity decisions, providing cross-functional neutrality and executive-level visibility into workforce performance and staffing risk
Define and drive the WFM automation roadmap — queue monitoring, agent skilling, overflow strategy, and system integration — championing the shift from manual to automated, scalable processes
Partner with PSC Technology, Ops Product, and Analytics to ensure tooling integrations, forecasting models, and dashboards are stable, current, and actionable for leadership
Present WFM performance data and strategic recommendations to the SVP and senior leadership team
Lead and develop the WFM team, establishing clear expectations, coaching structures, and a proactive, data-driven culture
Define clear scope boundaries between WFM and adjacent teams to ensure focused accountability