Director of Workforce
As the Director of Workforce, you will identify and report on account profitability opportunities and recommend strategies to improve campaign processes. You will forecast and prepare for a call or email volume and monitor seat occupancy, average handle time and other factors to measure campaign performance. You will work closely with stakeholders and clients to resolve manpower staffing and scheduling concerns. You will have to achieve 100% accuracy and speed of delivery requirements. You will oversee day-to-day Workforce Operations. You will implement scheduling strategies and initiatives to enable the business to achieve its objectives. You will communicate the core strategy and goals to the WFM Managers. Establish metrics for success, set clear daily staffing and scheduling priorities, and drive the team to meet goals. You will understand the key business objectives, timeframes, and requirements associated with each workforce management goal. You will be responsible for keeping the forecasts updated considering variables that are not controllable. You will ensure that workforce procedures are followed by the team. You will actively manage the staff, support, motivate, and retain an outstanding Workforce Management team.
What else? Well, you will also be responsible for mentoring, training, evaluating, and developing a team of Workforce Managers. You will help the team to set realistic and measurable staffing and scheduling goals, and develop an appropriate reward program as needed. You will monitor progress towards goals to ensure client expectations and requirements are met. You will escalate system-level issues to the appropriate systems or 3rd party vendors. You will ensure compliance with the company’s processes and tools, system changes.
So, do you have what it takes to become a Director of Workforce?
What is it we’re looking for? Well, we need someone who has strong verbal and written communication skills. Someone who can manage multiple, complex, ongoing tasks and projects. Someone who has strong attention to detail and has a strong desire to optimize procedures. Someone who’s proficient in terms of statistical analysis, computer, and has software skills. Someone with at least 5 year in the leadership role.
We also need someone with a working knowledge of database applications such as MS Office(Excel, Outlook, PowerPoint), or ability to learn technology quickly. Someone who has a reporting proficiency and has strong coaching skills.