About the Role

We are a fast-paced, high-growth company looking for an innovative and experienced Director of Workforce Management (WFM). Reporting to the Chief Customer Officer, this is an important leadership role responsible for leading the strategic planning, implementation, and execution of all workforce management functions for an in-house and US-based 180-person support operation. This role ensures the organization meets service level agreements (SLAs), operates efficiently, and achieves strategic and operational goals, with a focus on delivering an outstanding customer experience. 

Responsibilities

Workforce Management Strategy & Planning

• Develop and implement workforce management strategies to ensure optimal staffing levels across multiple channels, including voice, chat, email, and tickets.

• Own capacity and workforce planning to align staffing needs with business objectives and evolving customer demand, partnering closely with business leaders and Finance to drive accurate forecasting, budgeting, and scalable workforce strategies.

• Develop and manage key performance indicators (KPIs) related to workforce management, including forecasting accuracy, occupancy, shrinkage, and adherence.

WFM Team & Systems

• Lead a WFM team of four covering scheduling, real-time management, and WFM systems administration.

• Oversee the management of telephony and workforce management systems, including vendor relationships and implementation, ensuring systems align with operational objectives.

• Leverage data analytics and workforce tools to enhance reporting, drive operational improvements, and increase efficiency.

Cross-Functional Partnership & Innovation

• Partner closely with CX and Operations leaders to ensure alignment between operational processes and workforce management objectives.

• Drive opportunities to innovate and improve support delivery through emerging customer support technologies, including AI and automation, with a focus on scalability, efficiency, and customer experience.

Leadership & Reporting

• Present reports, insights, and recommendations to senior leadership to improve contact center efficiency and customer experience.

What You Bring to the Table

• 5+ years of workforce management experience within a contact center environment, with 5+ years of leadership experience and demonstrated experience leading a WFM function or team.

• Strong analytical skills with experience in forecasting, capacity planning, scheduling, and real-time management.

• Experience with WFM software (e.g., Verint, NICE, Aspect, or similar) and telephony systems (e.g., Five9, RingCentral, Genesys, or similar).

• Proven ability to collaborate with Operations leaders to drive innovation, process optimization, and improved customer experience.

• Excellent leadership, coaching, and team development abilities.

• Strong ability to prioritize and manage competing demands.

• Effective communication and stakeholder management skills.

• Ability to work in a fast-paced, dynamic environment and drive continuous improvement.

• Experience with automation and AI tools is a plus.

Nice to Have

• Experience serving as the primary contact and subject matter expert (SME) for WFM and telephony systems.

• Experience leading and scaling a global WFM team.
   

Aura is committed to offering a generous package to support our employees in all aspects of their life in and out of work. Our packages offer competitive pay, generous health and wellness benefits, retirement savings plans, parental leave and much more! Pay range for this position is $120,000–$140,000, but may vary depending on job-related knowledge, skills, experience and location. This position is remote, but candidates must be US-based.

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