Director of Workforce Operations

Description

We are seeking a visionary and seasoned senior leader to spearhead our Workforce Operations team within the contact center. This is a key strategic position responsible for driving operational optimization, enhancing service delivery and modernization, executing mission-critical projects, and ensuring seamless integration across technology and business functions. This role is critical in ensuring the efficient and effective management of key functions, including budget alignment and oversight, capacity planning, scheduling and forecasting, real-time management, incident management, business continuity planning, and production support including equipment and workspace planning, and system administration and access. This leader will be accountable for ensuring the successful integration of contact center infrastructure and applications.  

Key Responsibilities:

Budget Alignment & Oversight:

• Develop and manage the operational budget for the Contact Center.
• Monitor and control expenditures to ensure alignment with financial objectives.
• Integrate staffing and capacity plans with budget forecasts.
• Deliver comprehensive financial reports and strategic insights to senior leadership.

Capacity Planning:

• Analyze contact center volume trends in phone, chat, and ITM channels to forecasted staffing requirements.
• Develop and implement capacity plans to ensuring strategic and budgetary alignment.
• Implement strategies to optimize workforce capacity and meet service level agreements.

Scheduling & Forecasting:

• Develop and implement staffing strategies, and oversee the creation and maintenance of schedules.
• Utilize forecasting tools to predict call volumes and adjust staffing accordingly.
• Ensure schedules are strategically aligned with business needs and colleague availability.

Real-time & Incident Management:

• Lead real-time operations to ensure peak performance.
• Respond to and resolve incidents promptly to minimize service delivery impact.
• Develop and implement robust incident management protocols.

Contact Center Infrastructure and Technology 

• Serve as a primary point of accountability for contact center impacts and readiness related to telephony, workforce systems, and large-scale technology initiatives.
• Ensure contact center requirements are clearly articulated and represented in project planning, governance forums, and cross-functional engagements.
• Lead workforce readiness efforts to ensure smooth transitions, minimize service disruptions, and proactively address operational risks 

Production Support & Business Continuity:

• Ensure continuous support for production environments.
• Develop and maintain comprehensive business continuity plans to mitigate operational risks.
• Coordinate with IT and other departments to ensure seamless operations.
• Plan and manage the procurement and maintenance of equipment.
• Optimize workspace to enhance productivity and colleague effectiveness.

System Administration & Access:

• Oversee system administration including user access management.
• Ensure systems are secure, efficient, and strategically aligned with business needs.
• Oversee system administration tasks, including user access management.
• Collaborate with internal and external partners to address system issues and improvements.

Qualifications:

• Bachelor's degree in Business Administration, Operations Management, or related field; Master's degree preferred.
• Minimum of 10 years experience in contact center operations, with at least 5 years in the workforce management discipline.
• Minimum of 5 years in a leadership role managing managers.
• Experience managing and optimizing contact center technologies including cloud-based platforms, telephony, IVR, call routing, agent tools, system migrations, workforce tools, etc. 
• Proven track record in budget management, capacity planning, and real-time operations.
• Strong analytical skills and proficiency in advanced forecasting tools and methodology.
• Excellent communication and leadership abilities.
• Ability to work under pressure and manage multiple strategic priorities.

Skills:

• Strategic thinking and problem-solving.
• Financial acumen and budget management.
• Proficiency in workforce management software.
• Strong interpersonal and team management skills.
• Knowledge of contact center technologies and best practices. 
• Financial services and/or banking experience is a plus.

Hours & Work Schedule

• Hours per Week: 40+
• Work Schedule: M-F 8:00-5:00

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.