Director, Workforce Management

About the Role

The Director of Workforce Management is a newly created senior role on the PSC Operations SVP's leadership team, built to establish dedicated WFM ownership at a critical inflection point. The Director will own end-to-end WFM strategy — forecasting, on/offshore capacity, real-time analytics, and tooling — and must be equally comfortable at the executive table and in the operational weeds, influencing across functions without direct authority.

• Own the comprehensive WFM strategy across Customer Service, Application Verifications, Servicing & Collections, Fraud Operations, and QA/QI — spanning forecasting, capacity planning, RTA, schedule optimization, and technology roadmap
• Lead the transition to a hybrid on/offshore operating model, managing capacity allocation between onshore staff and BPO partner to optimize service levels and cost
• Serve as the enterprise authority on capacity decisions, providing cross-functional neutrality and executive-level visibility into workforce performance and staffing risk
• Define and drive the WFM automation roadmap — queue monitoring, agent skilling, overflow strategy, and system integration — championing the shift from manual to automated, scalable processes
• Partner with PSC Technology, Ops Product, and Analytics to ensure tooling integrations, forecasting models, and dashboards are stable, current, and actionable for leadership
• Present WFM performance data and strategic recommendations to the SVP and senior leadership team
• Lead and develop the WFM team, establishing clear expectations, coaching structures, and a proactive, data-driven culture
• Define clear scope boundaries between WFM and adjacent teams to ensure focused accountability

• 8+ years in Workforce Management, with 3+ years in a senior leadership role in a multi-channel contact center
• Experience managing hybrid on/offshore WFM models and BPO partner relationships
• Proficiency with WFM platforms including automation, queue management, agent skilling, and system integrations
• Strong analytical skills — SQL, Tableau, DB visualizer, or equivalent; able to self-service data independently
• Proven cross-functional influencer with a track record of measurable WFM performance improvement (SLA, occupancy, absence, cost)
• Executive presence and communication skills; experience building or significantly maturing a WFM function

• Bachelor's degree in Business, Operations, Data Analytics, or equivalent experience
• Background in fintech, financial services, or a high-growth startup environment
• Experience leading WFM through a contact center model transition (single-site to multi-site or onshore to hybrid BPO)

• Competitive salary and stock option plan
• 100% paid coverage of medical, dental and vision insurance
• Flexible PTO
• Competitive 401(k) and RRSP program
• Opportunities for professional growth and development

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.