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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 ...

IntouchCX

Director, Workforce Management

Las Vegas, NV · On-site

$125K - $132K/yr

They will review and approve any WFM-related process for implementation. To drive innovation, the Director is expected to utilize Artificial Intelligence (AI) and automation not just to report ...

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 ...

ZKTeco WFM

Technical Logistic Specialist

Tampa, FL · On-site

$42K - $46K/yr

This position carries direct responsibility for warehouse organization, cleanliness, and periodic ... With in-house large-volume manufacturing and a strong supply chain advantage , ZKTeco WFM ensures ...

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All JobsDirector Wfm Jobs

Director Wfm information

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$33.5K

$117.5K

$195.5K

How much do director wfm jobs pay per year?

As of Jun 9, 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:
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Director Wfm jobs near you
Infographic showing various Director Wfm job openings in the United States as of May 2026, with employment types broken down into 1% As Needed, 95% Full Time, 1% 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.
Product Owner ( Call Center/WFM)

Product Owner ( Call Center/WFM)

Apex Systems

San Antonio, TX • On-site

Other

Medical, Dental, Vision, Life, Retirement

This job post has expired today. Applications are no longer accepted.

Job description

Job#: 3036285
Job Description:
Product Owner ( Call Center/WFM)
Location: San Antonio, Texas (Hybrid)
Role Overview
We are seeking a Product Owner to support initiatives within a Contact Center Technology environment, with a focus on Workforce Management (WFM) platforms. This role will drive the discovery, delivery, and performance of digital and technology products. The position involves collaborating with internal stakeholders to solve complex problems, improve customer experiences, and implement technology solutions that support call center operations, specifically focusing on forecasting, agent scheduling, and real-time adherence.
Work Environment
This position is based in San Antonio, TX and requires working onsite 4 days per week. Candidates must be local or willing to relocate independently. Relocation assistance is not available.
Key Responsibilities
  • Own and manage the product backlog for WFM-related capabilities, features, and enhancements.
  • Translate business and operational needs into product initiatives, features, and user stories focused on forecasting, scheduling, and adherence.
  • Partner with stakeholders across Technology, Operations, UX, and Business teams to deliver product solutions.
  • Drive product initiatives from concept through delivery and performance measurement.
  • Analyze contact center performance data, such as service levels, adherence, and staffing models, to inform decision-making.
  • Create business cases, hypotheses, and product roadmaps.
  • Communicate complex concepts and product updates to both technical and non-technical stakeholders.
  • Identify industry trends and best practices within contact center and WFM technologies.
  • Ensure risks are identified and managed in accordance with compliance and risk policies.
Required Qualifications
Candidates without the following experience will not be considered. This role requires hands-on Product Owner experience supporting Workforce Management (WFM) tools. Candidates with only general product management or call center operations experience, without direct WFM platform exposure, will not be considered.
Education: Bachelor's degree OR 4+ years of additional relevant experience.
Experience: 3+ years of Product Owner or Product Management experience. Direct, hands-on experience supporting Workforce Management (WFM) platforms within a contact center environment (e.g., NICE WFM / NICE CXone, Genesys WFM / Genesys Cloud, Verint, Calabrio). Experience delivering product features related to forecasting/capacity planning, agent scheduling, or real-time adherence/intraday management. Experience working in Agile environments, including backlog ownership and user story creation.
Skills: Strong communication and stakeholder management skills across business and technical teams.
Preferred Qualifications
  • Experience with broader contact center technologies (IVR, call routing, call recording, QA tools).
  • Understanding of contact center KPIs such as service level, AHT, occupancy, and adherence.
  • Experience within financial services, insurance, or high-volume customer service environments.
  • Exposure to AI-driven contact center technologies (chatbots, intelligent routing, predictive analytics).
  • Ability to analyze operational data and drive performance improvements.
Tools & Technologies
Highly preferred experience with WFM Platforms (NICE, Genesys, Verint, Calabrio), Agile Tools (Jira, Confluence), and Contact Center Tech (IVR systems, call routing platforms, QA tools).
Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
Everforth Apex uses a virtual recruiter as part of the application process. Click for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at
Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.
Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.
If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at or . Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.
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