Director, Workforce Management

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Job Title:
Director of Workforce Manage and Quality Assurance (hybrid onsite Monday
- Thursday)

Location: US-GA-Atlanta (Sandy Springs)

FLSA:
Exempt

#LI-Hybrid

Job Overview:

Safe-Guard is investing in a next-generation Workforce Management (WFM) and Quality Assurance (QA) capability, and we are looking for a visionary leader to redesign and run them. As the Director of Workforce Management and Quality Assurance, you will own budgeting forecasting, capacity planning, scheduling, real-time operations, and WFM analytics - and you will simultaneously own the quality framework that defines what "good" sounds like and feels like for every customer interaction.

Your remit spans our internal contact center teams and our external vendor partners, with accountability for both how efficiently we staff the work and how well that work is performed.

More than running the day-to-day, you will transform what WFM and QA mean at Safe-Guard. You will move WFM toward a predictive, data-driven operating model, and you will modernize QA into an analytics-driven engine that uses AI, speech, text, and behavioral signals to drive coaching, training, process change, and customer experience improvement.

The right candidate is equal parts strategist, AI practitioner, and change agent - deeply fluent in the analytics behind WFM and QA, hands-on enough to credibly lead both teams, and energized by the opportunity to shape an integrated capability.

Job Responsibilities:

• Set the vision and multi-year roadmap for Safe-Guard's integrated WFM and QA capability, moving both from tactical operations to strategic, analytics-driven disciplines.
• Lead the end-to-end WFM lifecycle - Budgeting, capacity planning, forecasting, scheduling, intraday management, and real-time adherence - across internal teams and vendor partners.
• Own the Quality Assurance program end to end: scorecard design, calibration, monitoring, root-cause analysis, and the coaching feedback loop that drives behavior change on the floor.
• Modernize QA with speech and text analytics, automated scoring, and AI-assisted evaluation, moving beyond manual sampling to full quality coverage.
• Embed AI across WFM and QA - from ML-driven forecasting and automated quality scoring to generative AI for coaching insights and agent assist - to scale judgment, not just headcount.
• Leverage modern CCaaS platforms and their native WFM and QA capabilities to unlock real-time data, omnichannel routing, and an integrated agent experience.
• Build the analytics foundation behind both functions: forecasting, shrinkage and occupancy analysis, staffing simulations, quality trends, and customer-experience correlations.
• Partner with Finance to translate workforce and quality plans into labor budgets, variance analysis, and unit economics.
• Evaluate, select, and optimize WFM and QA technology to replace manual processes with scalable systems.
• Drive transformation: redesign legacy WFM and QA processes and lead the change management required to make new ways of working stick.
• Manage and develop two high-performing teams - WFM and QA - building technical depth and a service-oriented culture.
• Lead calibration sessions across internal teams, vendor partners, and business stakeholders to ensure consistent, customer-aligned quality standards.
• Translate complex analytics into clear narratives that influence executive decisions on staffing, automation, quality investment, and cost-to-serve.
• Partner with Operations, HR, Recruiting, Training, Compliance, and Technology to align hiring, training, and coaching cycles with forecasted demand.
• Own the metrics that matter - forecast accuracy, adherence, service level, quality score, calibration variance, AHT, CSAT/NPS correlation, occupancy, and first-contact resolution - and continuously raise the bar.
• Champion continuous improvement using Lean / Six Sigma thinking, root-cause analysis, and data analytics.

The above statements are intended only to describe the general nature of the job and should not be construed as an all-inclusive list of position responsibilities.

Job Requirements:

• Bachelor's degree in Business, Operations, Industrial Engineering, Statistics, Economics, Analytics, Finance, or a related quantitative field; advanced degree a plus.
• Minimum of 8 years of progressive experience in analytical fields in a contact center, shared services, or operations environment, with exposure to both disciplines.
• Minimum of 4 years of leadership experience, with a clear track record of building or significantly transforming these functions - not just operating an existing one.
• Demonstrated analytical depth: hands-on fluency with forecasting methodologies (time series, Erlang, regression, scenario modeling) and quality analytics (scorecard design, calibration variance, root-cause analysis), with the ability to personally…