[Hiring] Director of Workforce Management @Mercalis

Role Description

We are seeking a strategic, transformational Director of Workforce Management (WFM) to build and lead a best-in-class WFM function from the ground up. This role is ideal for a proven leader who excels in greenfield environments, has deep expertise in managing distributed/remote workforces, and can drive enterprise-wide adoption of WFM practices in an organization with limited existing WFM maturity. This leader will serve as both an architect and change agent, responsible for designing scalable workforce strategies, building high-performing teams, and embedding a culture of data-driven decision-making across the business.

Responsibilities

• WFM Strategy & Function Build-Out
  • Define and execute a comprehensive, enterprise-level WFM strategy aligned to business and customer experience goals
  • Build and scale the WFM function from scratch, including organizational design, hiring, and capability development
  • Establish forecasting, capacity planning, scheduling, and real-time management frameworks
  • Select, implement, and optimize WFM tools and technologies
  • Develop KPIs and reporting frameworks to measure performance (e.g., service level, occupancy, adherence, forecast accuracy)
• Remote Workforce Leadership
  • Design and optimize WFM strategies tailored to a highly distributed/remote workforce
  • Implement processes and tools to drive visibility, accountability, and productivity across remote teams
  • Partner with operations and HR to support remote workforce engagement, performance management, and retention
  • Ensure scheduling and staffing models account for geographic, regulatory, and time zone complexities
• Change Management & Organizational Transformation
  • Lead enterprise-wide change management efforts to establish a strong WFM culture
  • Influence senior leaders and cross-functional stakeholders to adopt standardized WFM practices
  • Develop and execute communication, training, and enablement strategies to drive adoption
  • Serve as a thought partner to executive leadership on workforce strategy and operational efficiency
• Forecasting, Capacity Planning & Optimization
  • Oversee short- and long-term forecasting and staffing strategies across multiple lines of business
  • Drive continuous improvement in forecast accuracy and workforce utilization
  • Balance cost efficiency with service quality and customer experience outcomes
  • Introduce scenario planning and predictive analytics to inform business decisions
• Vendor & Partner Management
  • Lead relationships with external vendors, BPO partners, and WFM technology providers
  • Establish governance models, performance metrics, and SLAs for all external partners
  • Ensure vendor strategies align with internal workforce plans and business objectives
  • Evaluate and recommend outsourcing strategies where appropriate
• Operational Excellence & Analytics
  • Leverage advanced analytics to generate insights and inform strategic decisions
  • Establish continuous improvement frameworks to optimize workforce performance
  • Ensure alignment between workforce plans and real-time operational execution

Qualifications

• Bachelor’s degree in Business, Operations, or a related field (MBA or advanced degree preferred)
• 10+ years of Workforce Management experience, with 5+ years in senior leadership roles
• Proven track record of building and scaling WFM functions from the ground up
• Deep experience managing remote and geographically distributed workforces
• Strong expertise in forecasting, capacity planning, and workforce optimization methodologies
• Demonstrated success leading large-scale change management initiatives
• Experience managing external vendors, BPOs, and strategic partners
• Advanced knowledge of WFM platforms (e.g., NICE, Verint, Genesys, Aspect, etc.)
• Strong analytical and problem-solving skills with a data-driven mindset
• Exceptional communication and executive stakeholder management skills

Physical Demands & Work Environment

• Regularly required to talk or hear
• Frequently required to sit for long periods of time, use hands to type, handle or feel; and reach with hands and arms
• Prefer candidates who can type at least 35 words per minute with 97% accuracy
• Flexibility to travel as needed is preferred
• This job operates in a professional office environment
• This role routinely uses standard office equipment such as computers, phones, photocopiers, etc.

Benefits

• Medical, dental, and vision plans, including HSA- and FSA-eligible options, with Valeris contributing toward premium costs
• Additional health support, including telehealth and Employee Assistance Program (EAP) services
• Company match on Health Savings Account contributions
• Free Basic Life and AD&D coverage equal to your annual earnings, with a minimum of $50,000 and a maximum of $300,000
• Company-paid Short-Term Disability coverage, with the option to purchase Long-Term Disability
• 401(k) Retirement Savings Plan with 100% match on the first 5% you contribute, with immediate vesting
• Paid Time Off (PTO) and Sick Leave to support work-life balance
• Team members receive nine paid holidays plus two floating holidays
• Opportunities for advancement in a company that supports personal and professional growth
• A challenging, stimulating work environment that encourages new ideas
• Work for a company that values diversity and makes deliberate efforts to create an inclusive workplace
• A mission-driven, inclusive culture where your work makes a meaningful impact

Our Commitment to Equal Opportunity

At Valeris, we don’t just accept difference – we celebrate it, support it and we thrive on it for the benefit of our employees, our products and our community. Valeris is proud to be an equal opportunity employer.