Director of Workforce Planning
virtual vocationsDenver, CO
Director of Workforce Planning
L7
virtual vocationsDenver, CO4 days ago
Occupations
General and Operations ManagersMedical and Health Services ManagersHuman Resources ManagersIndustries
Offices of PhysiciansAdministrative Management and General Management Consulting ServicesAll Other Outpatient Care CentersLeading the strategy and execution of enterprise workforce management, the full-time remote Director of Workforce Planning will optimize capacity planning, forecasting, and scheduling for customer-facing operations while collaborating with senior leaders to enhance service levels and colleague experience.
Key responsibilities:
Set the enterprise workforce management strategy for contact center operations, aligning staffing and service level targets with business objectives
Lead long-range and annual workforce planning, including demand forecasting and hiring plans, to support growth while managing cost and risk
Design and govern standardized workforce management policies and KPIs to ensure consistent practices and performance visibility across teams
Required qualifications:
Bachelor's degree in Business, Operations Management, Mathematics, Statistics, Finance, Industrial Engineering, or a related field
10+ years of experience in workforce management or contact center operations, including 5+ years in a leadership role
Demonstrated experience in enterprise workforce planning and forecasting for high-volume, multi-channel environments
Proven success using data and analytics to improve forecast accuracy and optimize staffing and productivity
Working knowledge of workforce management platforms such as Aspect, Genesys, or NICE
Apply now (opens in a new tab)
Level
ManagerL7
Location
Denver, CO
Occupation
General and Operations Managers
Industry
Offices of Physicians
Posted
4 days ago
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