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Project Management
Director, Workforce Management
@Aura
[Hiring] Director, Workforce Management @Aura
Mar 07, 2025 - Aura is hiring a remote Director, Workforce Management. 💸 Salary: $112,000-$160,000. 📍Location: USA.
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Role Description
This role involves leading the strategic planning, implementation, and execution of all workforce management functions for a 200-person support operation that includes both in-house and outsourced teams.
- Develop and implement workforce management strategies to ensure optimal staffing levels across multiple channels (voice, chat, email, tickets, etc).
- Oversee capacity planning to align staffing needs with business objectives and customer demand, partnering effectively with business leaders and finance to ensure accurate forecasting and budgeting.
- Lead a WFM team of 4-5 people covering scheduling, real-time management, and WFM systems administration.
- Oversee the management of telephony and workforce management systems, managing vendor relationships and ensuring optimal implementation to align with operational objectives.
- Partner closely with other CX leaders to ensure alignment between operations processes and procedures and workforce management objectives.
- Leverage data analytics and workforce tools to enhance reporting, drive operational improvements, and increase efficiency.
- Collaborate with other stakeholders to identify opportunities to innovate and improve support delivery with the latest customer support technologies.
- Develop and manage key performance indicators (KPIs) related to workforce management, including forecasting accuracy, occupancy, shrinkage, and adherence.
- Present reports and insights to senior leadership, providing recommendations for improving contact center efficiency and customer experience.
Qualifications
- 7+ years of experience in workforce management within a contact center environment, with at least 4 years in a leadership role.
- Expertise in WFM software (e.g., Verint, NICE, Aspect, or similar) and telephony systems (e.g., Five9, RingCentral, Genesys, or similar).
- Strong analytical skills with experience in forecasting, capacity planning, scheduling, and real-time management.
- Proven ability to collaborate with operations leaders to drive innovation, process optimization, and improved customer experience.
- Excellent leadership, coaching, and team development abilities.
- Ability to work in a fast-paced, dynamic environment and drive continuous improvement.
- Experience with automation and AI-driven workforce optimization is a plus.
Benefits
- Competitive pay
- Generous health and wellness benefits
- Retirement savings plans
- Parental leave
- And much more!
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| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Project Management
Project Management
|
Salary
💸
$112,000-$160,000
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Mar 07, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
