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Director, Workforce Management

Phoenix, AZ

The Director will own end-to-end WFM strategy - forecasting, on/offshore capacity, real-time analytics, and tooling - and must be equally comfortable at the executive table and in the operational ...

Maximus

WFM Manager - Nashville, TN

Nashville, TN · On-site

As a WFM Manager, you will lead all workforce management functions, including forecasting, staffing ... Manage direct reports and the cost-effective operation of all project tasks. - Manage ...

Ross

Senior Director, IT (Transportation & WFM)

Dublin, CA · On-site

$158K - $297K/yr

The Senior Director, IT (Transportation & WFM) is a strategic technology leader responsible for driving the vision, roadmap, delivery, and operational excellence of systems supporting an end to end ...

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Director Wfm information

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$33.5K

$117.5K

$195.5K

How much do director wfm jobs pay per year?

As of Jul 25, 2026, the average yearly pay for director wfm in the United States is $117,480.00, according to ZipRecruiter salary data. Most workers in this role earn between $80,000.00 and $157,000.00 per year, depending on experience, location, and employer.

What does a Director of Workforce Management (WFM) do?

A Director of Workforce Management (WFM) oversees the planning, forecasting, scheduling, and real-time management of staff within an organization, often in customer service or call center environments. They are responsible for ensuring that the right number of employees are available at the right times to meet service goals while controlling labor costs. This role often involves analyzing data, implementing workforce technology solutions, and collaborating with multiple departments to improve efficiency and employee engagement.

What is the difference between Director Wfm vs Workforce Analyst?

AspectDirector WfmWorkforce Analyst
CredentialsTypically requires extensive experience in workforce management, certifications like CCWP or similar, and leadership skillsUsually holds a bachelor’s degree in business, operations, or related field; certifications like CCWA are common
Work EnvironmentLeads teams, develops strategies, and oversees WFM operations at a departmental or organizational levelAnalyzes data, creates reports, and supports WFM strategies through detailed analysis
Employer & Industry UsageCommonly found in large call centers, customer service, and contact centersFound across similar industries, often as a supporting role within WFM teams

The main difference is that the Director Wfm holds a leadership position responsible for strategic planning and team management, while the Workforce Analyst focuses on data analysis and supporting WFM operations. Both roles are essential but differ in scope and responsibilities.

What are the key skills and qualifications needed to thrive as a Director of Workforce Management, and why are they important?

To excel as a Director of Workforce Management, you need expertise in strategic planning, workforce analytics, and a background in business administration or a related field. Familiarity with workforce management software (such as NICE, Genesys, or Verint), scheduling tools, and data analysis platforms is typically required, along with relevant certifications like CWFM. Outstanding leadership, problem-solving abilities, and effective communication distinguish top performers in this role. These skills are crucial for optimizing staffing efficiency, supporting business objectives, and driving operational excellence across the organization.

What are some common challenges faced by a Director of Workforce Management, and how can they effectively address them?

A Director of Workforce Management often faces challenges such as accurately forecasting staffing needs, managing rapidly shifting workloads, and aligning workforce strategies with organizational goals. To address these, they must leverage advanced workforce analytics, maintain open communication with department leaders, and implement flexible scheduling tools. Building strong collaboration with HR, operations, and IT teams is essential to ensure smooth implementation of WFM initiatives and to quickly adapt to changing business demands.
More about Director Wfm jobs
What cities are hiring for Director Wfm jobs? Cities with the most Director Wfm job openings:
What are the most commonly searched types of Wfm jobs? The most popular types of Wfm jobs are:
What states have the most Director Wfm jobs? States with the most job openings for Director Wfm jobs include:
What job categories do people searching Director Wfm jobs look for? The top searched job categories for Director Wfm jobs are:
Director Wfm jobs near you
Infographic showing various Director Wfm job openings in the United States as of July 2026, with employment types broken down into 1% As Needed, 84% Full Time, 12% Part Time, 1% Temporary, and 2% Contract. Highlights an 92% Physical, 3% Hybrid, and 5% Remote job distribution, with an average salary of $117,480 per year, or $56.5 per hour.

SmartCare Advisor - UKG Pro (WFM)

Align HCM

Saint Petersburg, FL • On-site, Remote

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 19 hours ago

Job description

The SmartCare Advisor serves as a strategic post-go-live partner to clients, focusing on UKG Workforce Management (WFM) system support, optimization, and continuous improvement. This role is highly client-facing and requires a strong balance of technical depth, consultative thinking, and proactive problem-solving.
You'll act as a trusted advisor-ensuring clients maximize their UKG investment through system enhancements, performance monitoring, and best practice guidance across workforce management processes.
Key Responsibilities
  • Partner with clients post-implementation to provide ongoing system support, optimization, and advisory services
  • Ensure timelines are met to achieve key deliverables and client expectations
  • Configure and maintain UKG WFM modules including:

    • Time & Attendance
    • Scheduling
    • Accruals
    • Absence Management

  • Troubleshoot system issues and drive resolution through proper triage and escalation
  • Analyze system performance, data integrity, and process flows to recommend improvements
  • Conduct regular client touchpoints to identify gaps, risks, and opportunities
  • Lead consultative discussions on workforce processes and system best practices
  • Translate business requirements into system configurations and solutions
  • Support testing activities including validation of configuration changes
  • Utilize reporting and analytics to provide insights and recommendations
  • Build and maintain strong client relationships, ensuring high satisfaction and retention
  • Develop client-facing materials (documentation, templates, communications)
  • Stay updated on UKG releases, compliance updates, and product enhancements
  • Contribute to internal knowledge sharing, process improvements, and team development
  • Participate in client sessions such as business reviews and learning sessions

Required Qualifications
  • Minimum 5 years of hands-on experience with UKG Workforce Management (WFM)
  • Proven experience across core WFM modules:

    • Time & Attendance
    • Scheduling
    • Accruals
    • Absence Management

  • UKG WFM Certification (required)
  • Experience supporting 10-15+ implementations or client engagements
  • Strong understanding of:

    • System configuration
    • Data views
    • Testing methodologies

  • Experience working with integrations and reporting/analytics
  • Strong client-facing experience with the ability to lead discussions independently
  • Solid knowledge of HR, payroll, and workforce processes
  • Ability to manage multiple priorities in a fast-paced environment
  • Strong analytical and problem-solving skills
  • Excellent communication skills (written and verbal)

Preferred Qualifications
  • Experience with WFM Advanced Scheduler (nice-to-have, not required)
  • Exposure to US and/or Canadian clients (either is fine-not both required)
  • Broader UKG ecosystem experience (nice-to-have, not required)

What Success Looks Like
  • You proactively identify issues before clients even notice
  • You're not just fixing problems-you're optimizing systems and processes
  • Clients see you as a trusted advisor, not just support
  • You can confidently translate business needs into system solutions
  • You contribute to team growth, knowledge sharing, and process improvements

Future Growth Potential
  • Opportunity to step into mentorship and leadership responsibilities
  • Involvement in internal process improvements and best practice development
  • Direct impact on client success, retention, and revenue outcomes

Dealbreakers (Non-Negotiable)
  • No UKG WFM experience
  • No UKG WFM certification

Why Align HCM?
  • Impact: Help organizations simplify pay and HR processes for thousands of employees.
  • Growth: Continuous learning opportunities and the chance to deepen your UKG / Dayforce expertise.
  • Flexibility: Remote-first culture with the tools and support you need to succeed from anywhere.
  • Collaboration: Work with a team of experienced consultants who genuinely enjoy solving problems together.
  • Variety: Every client is different-no two implementations are the same.

Benefits:
Align HCM provides professional development, ongoing training, and benefits to our outstanding remote team:
  • Base Salary plus Incentive Pay
  • Medical, Dental, Vision
  • Life Insurance & Disability Coverages
  • Health Savings Account
  • 401k Match Program
  • Unlimited Vacation Time

Schedule:
This position follows US Eastern Time business hours, Monday through Friday.
Location:
Remote (US, Canada, Philippines)
Align HCM is an Equal Opportunity Employer.
We celebrate the diverse backgrounds and perspectives of our Aligners and are committed to fostering a culture of diversity, equity, inclusion, and belonging. Employment decisions at Align HCM are made without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical or mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, or any other characteristic that makes our people unique.
We believe diversity fuels innovation and helps create a workplace where everyone feels valued, respected, and empowered to bring their authentic selves to work. If you're excited about this role but don't meet every qualification, we still encourage you to apply.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.

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