Director, Workforce Management

The Service WFM Leader is accountable for end to end workforce management strategy and delivery across call environments in the Service, Distribution, Product, and UW Lines of Business. This leader will partner closely with our third party vendor to deliver high quality capacity planning, intraday management, scheduling, performance reporting, and event mitigation. The role requires strong stakeholder engagement, vendor management, analytical capability, and people leadership to ensure operational resilience and continuous improvement of the scheduling and intraday functions.

 *This position may have in-office requirements twice a week depending on candidate location.*

Responsibilities:

Leadership & People Management

• Lead and develop teams through three direct report managers that provide oversight for ~20 internal WFM staff.
• Partner with vendor leadership to align organizational culture, performance expectations, coaching, and change management.
• Establish clear roles, accountabilities, and SLAs across internal and vendor teams.

Intraday, Scheduling & Event Management

• Be an escalation point for incidents, outages, and planned/unplanned events impacting schedules or service levels.
• Oversee mitigation planning and drive stakeholder buy in for recommended actions; ensure approvals from senior management where required.

Performance Monitoring, Reporting & Analytics

• Oversee reporting of operational results and creation of dashboards and business review decks for stakeholders and vendors.
• Monitor KPIs (e.g., schedule adherence, forecast accuracy, service level attainment) and identify issues affecting outsourced work.
• Drive data driven insights and continuous improvement initiatives; ensure timely distribution of scheduling reports.

Vendor Management & Collaboration

• Manage relationship with third party vendor, including quality standards, performance reviews, issue resolution and change control.
• Coordinate cross functional collaboration with stakeholders and vendor teams to implement mitigation strategies, skilling adjustments, and process changes.

Stakeholder Engagement & Communication

• Build and maintain strong relationships with internal stakeholders across LOBs to secure alignment and approvals for scheduling and mitigation plans.
• Facilitate clear communication between Liberty WFM, business stakeholders, and vendor WFM teams.

• Knowledge of business operations, policies, procedures, and priorities, to include a strong understanding of the function`s value chain and market conditions
• Intermediate to advanced knowledge of data sources, tools, software applications
• Ability to plan/organize/delegate work, communicate effectively, analyze, and solve problems, give constructive feedback and praise, create alignment and adapt
• Displays solid business acumen and integrated thinking
• Competencies typically acquired through a Bachelor`s degree or equivalent experience in addition to a minimum of 5 years of relevant experience to include leadership experience, business analysis work, strategic visioning and execution, and prior experience effectively providing mentoring/guidance to others