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Director Of Workforce Development Jobs in Fort Mill, SC

Insurance Group

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Director of Workforce Management

Charlotte, NC · On-site

$108K - $150K/yr

The Director of WFM is responsible for leading the Workforce Management (WFM) function for a fast-paced contact center environment. This role oversees forecasting, capacity planning, scheduling, real ...

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Insurance Group

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Workforce Manager

Charlotte, NC · Remote

$98K - $112K/yr

The Workforce Manager leads a team of Workforce Analysts and Real-Time Analysts and partners ... Direct real-time staffing decisions including schedule adherence, overtime, voluntary time off, and ...

SGC Power

Director of Business Development

Charlotte, NC · On-site

$175K - $200K/yr

SGC Power - Director of Business Development Compensation: $175-$200K + Incentive compensation Location: Remote -Up to 60% travel required We are proud to be an equal opportunity employer. Military ...

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All JobsOf Workforce Development JobsDirector Of Workforce Development JobsDirector Of Workforce Development Jobs in Fort Mill, SC

Director Of Workforce Development information

See Fort Mill, SC salary details

$14.1K

$74.9K

$113.8K

How much do director of workforce development jobs pay per year?

As of Aug 13, 2026, the average yearly pay for director of workforce development in Fort Mill, SC is $74,881.00, according to ZipRecruiter salary data. Most workers in this role earn between $55,800.00 and $96,200.00 per year, depending on experience, location, and employer.

What are some typical challenges faced by a director of workforce development, and how can they be addressed?

A Director of Workforce Development often encounters challenges such as aligning workforce training initiatives with rapidly changing industry needs and ensuring equitable access to programs across diverse communities. Addressing these challenges requires close collaboration with employers, educational institutions, and community organizations to stay informed about skill gaps and employment trends. Building flexible, data-driven programs and fostering relationships with stakeholders are key strategies for overcoming these obstacles and driving successful workforce outcomes.

What is the difference between Director Of Workforce Development vs Workforce Development Coordinator?

AspectDirector Of Workforce DevelopmentWorkforce Development Coordinator
CredentialsBachelor's degree; often advanced degrees in HR, public administration, or related fieldsAssociate's or Bachelor's degree; relevant certifications may include HR or training certifications
Work EnvironmentLeadership roles in organizations, overseeing programs and teamsSupport roles, assisting in program implementation and coordination
Employer & Industry UsageGovernment agencies, large nonprofits, educational institutionsCommunity organizations, government offices, educational institutions
Search & Comparison IntentUnderstanding senior roles and responsibilities in workforce programsEntry to mid-level roles focusing on program support and coordination

The main difference between a Director Of Workforce Development and a Workforce Development Coordinator lies in their level of responsibility and scope. The director oversees strategic planning and manages teams, while the coordinator handles day-to-day program support. Both roles are vital in workforce development initiatives but differ in seniority and focus.

What is a director of workforce development?

A director of workforce development manages the workforce development programs within an organization. Your responsibilities and duties in this career can drastically differ based upon the needs of the specific company. Typically, your responsibilities are to develop and implement plans for workforce training, supervise the employees within the workforce development department, coordinate with other managers to determine areas that need attention, and administer new training plans and practices for the organization. As director of workforce development, you must stay up to date on current training practices and trends in the labor markets. Additionally, you may be responsible for providing reports on the efficiency of the company’s staff.

What are the key skills and qualifications needed to thrive as a director of workforce development, and why are they important?

To thrive as a Director Of Workforce Development, you need expertise in workforce planning, program management, and a background in human resources or a related field, often supported by a bachelor’s or master’s degree. Familiarity with labor market analysis tools, learning management systems (LMS), and compliance with employment regulations is typically required. Strong leadership, collaboration, and strategic communication skills help build partnerships and drive organizational initiatives. These skills are crucial for designing effective workforce strategies that address organizational needs and foster talent development.
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Director Of Workforce Development jobs near you

Director of Workforce Management

Insurance Group

Charlotte, NC • On-site

$108K - $150K/yr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 3 days ago

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Job description

The Director of WFM is responsible for leading the Workforce Management (WFM) function for a fast-paced contact center environment. This role oversees forecasting, capacity planning, scheduling, real-time operations, workforce analytics, and reporting to ensure exceptional customer service while maximizing operational efficiency. The Director of WFM leads a team of Workforce Analysts and Real-Time Analysts and partners closely with Operations and Leadership to align staffing strategies with business objectives.

The ideal candidate is highly analytical, collaborative, and experienced with Genesys Cloud Workforce Management, using data-driven insights to improve service levels, optimize staffing, and enhance both customer and employee experiences.


Essential Responsibilities

  • Workforce Planning & Forecasting
    • Develop long-term, monthly, weekly, and daily contact volume forecasts across multiple channels.
    • Create staffing models based on historical trends, seasonality, business initiatives, and operational changes.
    • Build capacity plans to ensure staffing aligns with current and future business needs.
    • Evaluate forecast accuracy and continuously improve forecasting methodologies.
  • Scheduling & Workforce Management
    • Oversee the creation and maintenance of employee schedules using Genesys Workforce Management.
    • Ensure schedules balance customer demand, service level objectives, employee preferences, and operational efficiency.
    • Manage intraday schedule adjustments based on changing business conditions.
    • Review shrinkage trends and recommend strategies to improve workforce utilization.
  • Real-Time Operations
    • Lead the Real-Time Analyst (RTA) team responsible for monitoring daily contact center performance.
    • Direct real-time staffing decisions including schedule adherence, overtime, voluntary time off, and off-phone activities.
    • Monitor service levels, average speed of answer, abandonment rates, occupancy, and other operational metrics.
    • Communicate staffing risks and mitigation plans to operational leadership throughout the day.
  • Analytics & Reporting
    • Develop dashboards, scorecards, and executive reports that provide meaningful operational insights.
    • Analyze workforce trends, staffing efficiency, productivity, adherence, occupancy, and customer demand.
    • Identify opportunities for operational improvements through data analysis.
    • Present findings and recommendations to senior leadership.


  • Continuous Improvement
    • Optimize Workforce Management processes within Genesys Cloud.
    • Recommend automation opportunities and reporting enhancements.
    • Maintain workforce policies, procedures, and documentation.
    • Stay current on workforce management best practices and emerging contact center technologies.


Requirements of Experience & Qualifications

  • Bachelor's degree in Business Administration, Operations Management, Analytics, Information Systems, or related field, or equivalent work experience.
  • 5+ years of contact center workforce management experience.
  • 2+ years of leadership experience managing Workforce Analysts or Real-Time Analysts.
  • Hands-on experience with Genesys Cloud Workforce Management (Genesys WFM).
  • Strong knowledge of workforce management principles including forecasting, scheduling, capacity planning, and real-time management.
  • Advanced proficiency with Microsoft Excel, including pivot tables, formulas, charts, and data analysis.
  • Experience developing executive-level reports and dashboards.
  • Strong analytical, organizational, and problem-solving skills.
  • Excellent written and verbal communication skills.
  • Experience supporting multi-site or remote contact center operations.
  • Knowledge of SQL, Power BI, or other business intelligence platforms.
  • Experience with workforce optimization tools and performance analytics.
  • Understanding of contact center KPIs including:
    • Service Level
    • Average Speed of Answer (ASA)
    • Average Handle Time (AHT)
    • Occupancy
    • Schedule Adherence
    • Forecast Accuracy
    • Customer Satisfaction (CSAT)
    • First Contact Resolution (FCR)


This position operates in a dynamic contact center environment supporting both onsite and remote employees. Occasional extended hours may be required to support peak business periods, system implementations, or critical operational events.