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Director, Workforce Management at Operations Admin in Jacksonville, Florida

Posted in Other 30+ days ago.

Job Description:

Director, Workforce Management

The Director WFM supports contact center operations. They are responsible for forecasting, capacity planning, scheduling, real time management, reporting and analytics. Identifies opportunities for process improvements that drive efficiencies and service improvements. Frequent executive level interaction.


  • Manage staff for department level WFM and data analytics supporting all contact centers across a multi-site and multi-channel environment.

  • Achieve phone service level goals through high quality forecasting, scheduling, and real time management.

  • Perform analysis of contact center data to provide insight into reasons for calls, employee performance, forecast variances, KPI variances, cost per call and other data relative to contact center performance.

  • Develop high quality detailed staffing models and forecasts. Communicate and coordinate with contact center leadership to achieve appropriate staffing levels.

  • Manage and optimize call center staff schedules. Schedules include off phone work to support back office processes.

  • Develop and maintain high quality daily, weekly, monthly reports across the contact center.

  • Proactively work with various departments to recommend efficiencies and affect change.

  • Produce ad hoc reports and analysis as required to support business needs.

  • Oversee intraday management of scheduling, adherence, and call routing to optimize service level performance and resource utilization.

  • Oversee analysis and reporting of employee performance data.

  • Standardize on-going reports and generate ad hoc reports.

  • Using analytics, develop and propose more efficient PBX, IVR and skill-based call routing strategies.

  • Participate in and oversee WFM technology selection and implementation.

  • Performs additional related duties as assigned.


  • High school diploma/GED. Associate or bachelor's degree is preferable or the equivalent combination of education, training, and work experience. 5 years of leadership experience preferred.


  • Advance knowledge of the contact center staffing and call volume forecasting.

  • Excellent analytical and statistical proficiency required.

  • Must possess the ability to work well under pressure.

  • Attention to detail required.

  • Proficient in Excel, Word, Outlook and PowerPoint.

  • Advanced knowledge of PBX and IVR routing.

  • Deep experience with Aspect Workforce Management tool a MUST

  • Must be highly self-motivating and multi-task oriented.

  • Must have the ability to self-manage tasks to completion.

  • Must have excellent oral and written communication skills.

EEO Employer

841 Prudential Dr, Suite 204
Jacksonville, FL, 32207
United States