Senior Director - Workforce Management

Senior Director – Workforce Management

Position Purpose:

The Senior Director – Workforce Management will be responsible for building, managing, and owning workforce management strategy, processes, development, and execution of high Customer Service levels while ensuring efficient utilization of resources.

Principle Accountabilities (Key Result Areas)

• Focus on long-term operations capacity planning, processes, and tool development to optimize staffing strategy and meet organizational goals.

• Work with various cross-functional teams – Operations, Implementation, Recruitment, Training, Quality – to ensure manpower planning and staffing strategies align with Everise objectives while remaining adaptable to an evolving call center strategy.

• Ensure compliance with WFM operating procedures and establish governance frameworks for consistent execution.

• Develop and implement workforce managemen...