Director, Workforce Planning

. Set the enterprise workforce management strategy for contact center operations .

Posted 10/15/2026full-timeRemote • United StatesLead💰 $135,400 - $227,600 per yearWebsite

Key responsibilities & impact

Set the enterprise workforce management strategy for contact center operations
Lead long-range and annual workforce planning, demand forecasting, hiring plans, and budget inputs
Design and govern standardized WFM policies, frameworks, and KPIs
Oversee forecasting, scheduling, and real-time management functions
Provide leadership, coaching, and development to team leaders and analysts
Partner with Operations, Sales, Finance, HR, and vendor partners on staffing strategies and workforce initiatives
Champion the roadmap for WFM tools and technology, including AI, telephony routing, and reporting solutions
Drive continuous improvement in forecast accuracy, schedule efficiency, shrinkage management, and intraday execution
Provide executive-level insights and recommendations through storytelling, dashboards, and operational reviews

What you’ll need

Bachelor’s degree in Business, Operations Management, Mathematics, Statistics, Finance, Industrial Engineering, or a related field
10+ years of experience in workforce management, contact center operations, or a closely related field
5+ years in a people leadership role leading multi-function teams
Experience owning enterprise or large-scale workforce planning, forecasting, and scheduling for high-volume, multi-channel environments, including BPO vendor partners
Proven success using data and analytics to diagnose performance drivers, improve forecast accuracy, and optimize staffing, productivity, and customer or sales outcomes
Track record of influencing senior leaders and cross-functional partners with clear, data-driven recommendations in a fast-paced, high-growth environment
Working knowledge of WFM platforms such as Aspect, Genesys, or NICE, and related telephony or CRM tools

Comp & perks