The Senior Workforce Director is a senior leadership role that will drive the strategic vision for optimizing workforce performance across the organization. The role is tasked with implementing and leading best-in-class workforce management practices to drive optimal customer experiences, increase staff engagement, and improve performance.
We are looking for a forward-thinking, data-driven, and engaging senior leader who is passionate about enabling frontline teams to deliver amazing customer and people outcomes.
Strategic Workforce Leadership:Set the strategic direction for Workforce Optimization, ensuring alignment with the organization's strategy.Lead the development and implementation of workforce management strategies that optimize customer and people outcomes, and meet workforce agreement obligations.Establish forecasting practices and operating rhythms that enable effective operational and financial planning and execution.Ensure workforce planning, scheduling, and real-time operations and outcomes are best-in-class.Ensure staffing levels are appropriate to meet customer, financial, and operational requirements.Collaborate with operations leaders and enablement teams to ensure the workforce optimization function is aligned and embedded into the way the organization operates.Collaborate with senior leaders, including technology, operations, and risk to integrate workforce strategies with broader business objectives and regulatory requirements.Own the relationship with key workforce technology vendors.Team Development and Leadership:Lead, mentor, and inspire a team of Workforce Management professionals, focusing on efficiently enabling frontline teams to deliver brilliant customer outcomes.Cultivate a high-performance culture that encourages collaboration, innovation, and professional growth within the team, ensuring they are equipped to manage the complexities of a multi-channel environment.Set clear expectations and performance goals, providing regular feedback and coaching to develop future leaders within the team.Key Skills and Capabilities:Minimum of 10+ years of experience coupled with a bachelor's degree in a business-related field or equivalent experience.Experience and technical expertise with 'best practice' workforce management tools and technologies.Good communication skills, presentation excellence, information analysis, and interpretation capability (ability to present detailed technical analysis, assumptions, and recommendations).Detailed knowledge and experience of managing large workforce planning teams across multiple sites and vendors.Previous leadership experience within operations teams or a senior management position.Exceptional analytical and technical skills.Experience working with Genesys WFM is highly desirable.Well-developed analytical and problem-solving skills, with a proven ability to adopt a proactive stance towards business issues.
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