Director of Workforce Services

Director of Workforce Services

Overview

The Workforce Management (WFM) Director will oversee the full implementation and ongoing management of the workforce management program, including developing and applying labor standards and deploying relevant systems. This role is responsible for the strategic planning, execution, and optimization of workforce resources, ensuring the seamless integration of workforce management tools, processes, and controls across the organization. Additionally, the WFM Director will align workforce management initiatives with scheduling, and staffing efforts to maximize efficiency and effectiveness.

The WFM Director will lead process improvements and support organizational goals by implementing efficient workforce management strategies. This role will also provide strategic oversight for change management and communication efforts to foster organizational alignment and drive the adoption of the program, ensuring a positive shift in mindsets and behaviors related to workforce management.

In addition to workforce management responsibilities, the WFM Director will oversee the Office Operations and Quality Assurance Teams, providing leadership and direction for their duties to ensure smooth day-to-day operations and alignment with organizational goals.

Key Responsibilities

Program Development and Implementation:

• Lead the design, implementation, and management of the workforce management program.
• Develop and enforce labor standards, ensuring alignment with organizational goals.
• Oversee the deployment and integration of workforce management and telephone communication systems.
• Work with divisions to establish key training implementation based on quality trends.

Strategic Planning and Optimization:

• Drive the strategic planning, execution, and optimization of workforce resources.
• Align workforce management initiatives with scheduling, and staffing priorities.
• Continuously evaluate and refine processes to improve efficiency and performance.

Process Improvement:

• Identify and implement process enhancements to streamline workforce management practices.
• Monitor key metrics to assess program effectiveness and adjust strategies as needed.
• Ensure processes align with broader business objectives and support organizational growth.
• Lead and manage Quality Assurance teams to drive excellence and ensure optimal business performance.

Tool and Process Integration:

• Ensure the seamless integration of workforce management tools and controls across the organization.
• Collaborate with cross-functional teams to ensure alignment and compatibility of systems and workflows.
• Develop solutions to address data gaps or risks.

Collaboration and Stakeholder Engagement:

• Work closely with senior leaders, department heads, and other stakeholders to align workforce strategies with organizational needs.
• Act as the primary liaison for workforce management, quality and office operations-related inquiries and initiatives.

Performance Monitoring and Reporting:

• Monitor workforce management performance and generate reports to track progress against goals.
• Track and evaluate the performance of Quality Assurance management within the operations team, providing insights on impacts and improvements to the relevant teams.
• Use data-driven insights to inform decision-making and strategic adjustments.

Leadership and Oversight:

• Provide leadership and guidance to the workforce management team.
• Foster a culture of accountability, continuous improvement, and excellence within the workforce management function.
• Provide strategic leadership and oversight for the Quality Assurance function, ensuring the development and implementation of effective QA standards, processes, and metrics to maintain excellence and drive continuous improvement across all operational areas.

Special Projects:

• Take on additional responsibilities or projects as directed by the Vice President of Operations or additional senior leadership.

Job Requirements

Required

• Strong project management skills with a proven track record of delivering complex programs on time and within budget.
• Experience with workforce management software and a deep understanding of their capabilities.
• Excellent leadership and interpersonal skills, with the ability to influence and engage stakeholders at all levels.
• Exceptional problem-solving skills and analytical abilities, with a focus on data-driven decision-making.
• Strong communication skills, both written and verbal, to effectively articulate complex information to diverse audiences.
• Proficiency in data analysis tools and techniques, with the ability to generate actionable insights.

Desired

• Bachelor's degree in Business Administration, Project Management, Human Resources, or a related field or 5 years of equivalent experience.

• Knowledge of service and support center operations
• Experience in the financial services or insurance industry.
• Proficient in Microsoft Office (Word, PowerPoint, Excel)