Director of Workforce Management (WFM) - Remote

Overview

The Director of Workforce Management (WFM) will lead the design and execution of a world-class WFM function for a multi-channel communication center, focusing on improving operational excellence through strategic planning and implementation.

In Short

• Own and execute WFM strategy including forecasting and capacity planning.
• Build and mentor a high-performing WFM team.
• Develop dynamic capacity models for a digital support model.
• Implement automation in WFM operations.
• Collaborate with cross-functional teams to align workforce planning with business goals.
• Rebuild reporting infrastructure and provide actionable insights.
• Lead gap assessments and propose enterprise-level solutions.
• Present workforce insights to executive stakeholders.
• Utilize enterprise WFM platforms and CRM tools.
• Drive measurable impact through leadership of cross-functional initiatives.

Requirements

• 10+ years of experience in Workforce Management.
• Expertise in forecasting, capacity planning, and operations management.
• Advanced capacity modeling skills.
• Experience with WFM tools and automation solutions.
• Strong data acumen and reporting experience.
• Proven leadership in cross-functional initiatives.
• Experience in high-volume, multi-channel environments.
• Ability to influence business decisions through strategic communication.
• Familiarity with enterprise WFM and CRM platforms.
• Experience in early- or growth-stage companies is preferred.

Benefits

• Inspiring career opportunities with a focus on work-life balance.
• Meaningful work impacting the financial health of families.
• Opportunity to see the growth of a start-up from the inside.
• Supportive work environment with passionate employees.
• Access to unique financial solutions and products.