Director, Workforce Management, Customer Experience & Quality

Director, Workforce Management, Customer Experience & Quality

We are seeking a Director level professional, capable of carrying out supervisory responsibilities in accordance with the organization's policies and applicable laws. The ideal fit will have proven leadership building and scaling Workforce Management, Quality Management, and Operations Training functions within a multi-site, multi-channel operations environment. In this role, you will be interviewing, hiring, and training associates; planning, assigning, and directing work;

appraising performance; and other associate issues as they may arise.

This role requires extensive experience designing and implementing staffing models, forecasting methodologies, and capacity plans for both call center (phone) and non-phone/back-office operations functions, as well as prior experience in a BPO, outsourced services, or other B2B operations environment are highly preferred.

ESSENTIAL DUTIES AND RESPONSIBILITIES: Our employees are tasked with delivering excellent business results through the efforts of their teams. These results are achieved by:

• Leading and overseeing the Workforce Management, Quality Management, and Operations Training functions, providing strategic direction and functional leadership to contributors within each discipline.
• Designing, building, and continuously refining staffing models, forecasts, and capacity plans for both call center/phone operations and non-phone/back-office operations functions to ensure appropriate coverage across all lines of business.
• Serving as the organization's subject matter expert on the NICE contact center and workforce management platform (NICE CXone, NICE WFM), directing configuration, administration, and ongoing optimization to support forecasting, scheduling, and real-time management.
• Serving as a key stakeholder leader in the organization's relationship with NICE as a strategic platform vendor, partnering with Operations and IT to guide system upgrades, integrations, and rollout of new features that scale the platform to meet the needs of a multi-site, multi-channel operation.
• Partnering with Operations and Client Services leadership to develop long-range workforce plans that support new business implementations, client growth, and RFP responses.
• Establishing and governing real-time management practices, ensuring workforce optimization adjustments are made based on volume, activity, and service level performance across all channels.
• Overseeing the development and administration of quality monitoring programs, scorecards, calibration sessions, and quality-related coaching to ensure consistent, high-quality service delivery.
• Directing the design and delivery of new-hire and ongoing training curricula for operations staff, ensuring programs align with evolving business needs and quality standards.
• Analyzing workforce, quality, and training trends across sites and channels; proactively communicating findings to senior leadership and implementing corrective action plans as needed.
• Developing and presenting executive-level reporting and dashboards covering workforce, quality, and training performance metrics for internal and external (client) stakeholders.
• Identifying and implementing process improvements, best practices, and standardized policies for the Workforce Management, Quality, and Training functions across all sites.
• Leading, mentoring, and developing a team of individual contributors across Workforce Management, Quality, and Training, fostering a culture of accountability, collaboration, and continuous improvement.
• Partnering cross-functionally with HR, IT, and Operations leadership on the tools, technology, and systems supporting workforce management, quality, and training (e.g., WFM platforms, quality monitoring systems, learning management systems).
• Demonstrating a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.
• All other duties as assigned.

PEOPLE LEADER

People leaders must possess both the skills to effectively accomplish these tasks and the emotional intelligence to do so in alignment with our cultural values. In addition to the critical management and leadership tasks listed above, this role also includes the following unique responsibilities:

• Responsible for and oversee their respective departments.
• Interview, select and supervise the activities of the department staff; communicate interpret and discuss with team the company policies and procedures.
• Determine job objectives, work methods and performance standards; review performance relative to departmental objectives discussion appraisal with each employee and performance; authorize and communicate salary changes, promotions, transfers, discipline, and discharge and administer all other personnel actions.

EXPECTATIONS OF THE JOB:

• Travel (Up to 15%, for site visits, client meetings, and team on-sites)
• Hours (40 hours a week, Monday - Friday)

The above list reflects the general…