Customer Experience Workforce Management Director

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development.

Summary

Directs omnichannel and back-office workforce planning to ensure optimal staffing and service level adherence across customer experience teams. Leads the development and execution of WFM strategy - including accurate forecasting models, efficient scheduling practices, and real-time adherence processes - to drive operational efficiency, cost optimization, and exceptional service delivery. Partners cross-functionally to implement transformative initiatives and fosters a high-performance team and culture aligned with business objectives.

• Your role in our mission
• Develops and oversees the comprehensive workforce management strategy aligned with overall business goals. Ensures accurate demand forecasting and capacity modeling for all customer experience teams (omnichannel and back-office), proactively adjusting plans to meet changing business needs and market dynamics. Identifies opportunities for workforce optimization and cost reduction at an enterprise level.
• Implements and monitors effective scheduling methodologies and real-time adherence (RTA) practices. Optimizes staffing across shifts and channels to meet service levels while maximizing productivity and maintaining compliance with labor laws and organizational policies. Ensures the WFM team swiftly addresses intraday staffing gaps or surges, minimizing impact on performance.
• Leads the analysis of workforce data and key performance indicators (forecast accuracy, service level, occupancy, AHT, adherence, etc.) to uncover trends, bottlenecks, and areas for improvement. Establishes appropriate KPIs to measure WFM efficiency and effectiveness. Provides regular, actionable reporting on workforce performance to senior leadership and stakeholders, using data-driven insights to inform tactical and strategic decisions.
• Champions the use of workforce management software and tools to enhance planning accuracy and efficiency. Supports the configuration and optimization of the WFM system (with heavy emphasis on the Verint platform) for forecasting, scheduling, and dashboard reporting. Pursues automation opportunities to streamline WFM processes and improve responsiveness.
• Collaborates closely with Customer Experience, Quality, Training, Reporting and Technology teams to ensure workforce plans and schedules are aligned with business objectives and account for upcoming initiatives or constraints. Communicates staffing needs, assumptions, and constraints to relevant stakeholders and partners on solutions for improving overall operational performance. Supports new program launches and business transformations, where data may be more ambiguous, with expert workforce planning input to ensure proper staffing and resource planning from the outset.
• Builds, leads, and mentors a high-performing WFM team, including managers, analysts, schedulers, and real-time coordinators. Sets clear goals and performance expectations for the team, and provides ongoing coaching, development, and succession planning. Fosters a positive, collaborative work environment that encourages professional growth, innovation, and accountability. Ensures the WFM team is engaged, well-trained, and effectively partnered with other departments to achieve shared goals.
• What We're Looking For
• 15 or more years of experience in workforce management and/or large-scale contact center operations, with at least 5 years in a leadership role. Demonstrated deep knowledge of forecasting, scheduling, intraday management, and capacity planning in a complex, multi-site customer service environment.
• Proven ability to lead organizational change and process improvements in an operations or WFM function, delivering measurable gains in efficiency, service levels, or cost savings. Able to define a vision for the WFM organization and execute initiatives that align with broader business strategy.
• Exceptional analytical skills with the ability to interpret large data sets and translate them into actionable plans. Adept at critical thinking and data-driven decision-making, especially under dynamic conditions. Comfortable with advanced Excel analysis and interpreting BI reports (e.g., Power BI) to drive insights.
• Excellent communication and interpersonal skills, with a track record of effectively collaborating with and influencing cross-functional teams and senior executives. Able to clearly present workforce plans and performance data to non-WFM audiences and incorporate their feedback to refine strategies.
• Demonstrated success in mana

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