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Job Description
It's fun to work in a company where people truly BELIEVE in what they are doing!
We're committed to bringing passion and customer focus to the business.
Qualifications and Education Requirements
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
We're committed to bringing passion and customer focus to the business.
- Direct the WFM team in monitoring and analyzing available data to ensure staffing and scheduling are optimally utilized and efficient
- Audit WFM Processes, identify opportunities for improvement, and consult with Operations and Program Management leadership to present action plans.
- Have a continuous improvement mind set to optimizing captive and vendor operations from an internal consultant like role
- Primary POC for client and driving budget optimizations for client leveraging existing environment
- Be the voice of WFM for all participating vendors in client's network
- Ensuring vendors are operating in client's best interests and maximizing productivity
- Bring thought leadership to the clients and team to help drive new innovation in WFM strategy
- Provide insight on performance and forward outlook on delivery compared to capacity and budget
- Responsible for establishing and clearly communicating departmental strategy to management team
- Provide feedback regarding tactical operations for department including budgeting, goal setting, and managing performance; following organization's policies and applicable legal requirements
- Determine and implement appropriate staffing and customer interaction guidelines for work team(s)
- Monitor performance leading to successful results
- Performs other duties that may be assigned from time to time
- Responsible for the team's performance and engagement
Qualifications and Education Requirements
- College degree is preferred
- At least 8 years of experience in Workforce Management in operations: volumes management, and / or forecast, 4 + years of experience as Sr/WFM manager, Associate Director or equivalent
- 2 + years' experience in healthcare environment
- Supported contact centers with agent HC greater than 5K
- Experience managing multiple vendors or working at multi-geo BPOs.
- Expert in multiple contact center technologies (Five9 preferred)
- Experience managing end-to-end workforce management, including RTA(GCC), scheduling, demand forecasting, and budgeting.
- Understands how to be successful in driving a best-in-class experience for stakeholders while maintaining competitive benchmarked ratio support models aligned to budgetary goals
- Direct the WFM team in monitoring and analyzing available data to ensure staffing and scheduling are optimally utilized and efficient
- Audit WFM Processes, identify opportunities for improvement, and consult with Operations and Program Management leadership to present action plans.
- Have a continuous improvement mind set to optimizing captive and vendor operations from an internal consultant like role
- Primary POC for client and driving budget optimizations for client leveraging existing environment
- Be the voice of WFM for all participating vendors in client's network
- Ensuring vendors are operating in client's best interests and maximizing productivity
- Bring thought leadership to the clients and team to help drive new innovation in WFM strategy
- Provide insight on performance and forward outlook on delivery compared to capacity and budget
- Responsible for establishing and clearly communicating departmental strategy to management team
- Provide feedback regarding tactical operations for department including budgeting, goal setting, and managing performance; following organization's policies and applicable legal requirements
- Determine and implement appropriate staffing and customer interaction guidelines for work team(s)
- Monitor performance leading to successful results
- Performs other duties that may be assigned from time to time
- Responsible for the team's performance and engagement
- Qualifications and Education Requirements
- College degree is preferred
- At least 8 years of experience in Workforce Management in operations: volumes management, and / or forecast, 4 + years of experience as Sr/WFM manager, Associate Director or equivalent
- 2 + years' experience in healthcare environment
- Supported contact centers with agent HC greater than 5K
- Experience managing multiple vendors or working at multi-geo BPOs.
- Expert in multiple contact center technologies (Five9 preferred)
- Experience managing end-to-end workforce management, including RTA(GCC), scheduling, demand forecasting, and budgeting.
- Understands how to be successful in driving a best-in-class experience for stakeholders while maintaining competitive benchmarked ratio support models aligned to budgetary goals
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
Original Title: Associate Director WFM
Req Id: R25_06776
Posted At: Thu Jan 29 2026 00:00:00 GMT+0000 (Coordinated Universal Time)