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Director Workforce Management Jobs (NOW HIRING)

O'Reilly Auto Parts

Serve as the functional owner of the workforce management software suite (i.e. UKG, DOMO, Zebra), ensuring the system is configured to optimize scheduling compliance, and budget adherence. Lead a ...

CoreCivic

Workforce Management Analyst

Brentwood, TN · On-site

... direct system users and management. • Analyzes processes and data to ensure effective resource ... planning using automated workforce management software. • Develops solutions involving ...

New

CoreCivic

Workforce Management Analyst

Brentwood, TN · On-site

Conducts WFMS training and provides on-going advisory support to direct system users and management ... Provides analysis of facility's workforce management performance. * Prepares and delivers ...

New

Heritage Grocers Group

Workforce Director

Ontario, CA · On-site

$100K - $115K/yr

The Director, Workforce leads organizational workforce strategy, ensuring the right talent is ... managers on labor standards, compliance, and use of WFM tools. SKILLS AND QUALIFICATIONS:

M&T Bank

Workforce Management Forecaster

Williamsville, NY · On-site

$26 - $43.34/hr

The Workforce Management Forecaster serves in the capacity of providing short/midterm forecasting ... Interface regularly with Director of Workface management as well as Sr Forecaster and queue or work ...

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How much do director workforce management jobs pay per year?

As of May 28, 2026, the average yearly pay for director workforce management 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 do?

A Director of Workforce Management oversees workforce planning, forecasting, and scheduling to optimize labor resources. They analyze data, implement workforce strategies, and ensure operational efficiency while aligning staffing with business needs. Additionally, they collaborate with leadership to improve productivity, manage labor costs, and enhance employee engagement. Their role is crucial in industries like call centers, retail, and healthcare, where workforce efficiency directly impacts service delivery and profitability.

What are the key skills and qualifications needed to thrive in the Director Workforce Management position, and why are they important?

To thrive as a Director Workforce Management, you need expertise in workforce planning, data analysis, labor forecasting, and leadership, typically supported by a bachelor’s or master’s degree in business, human resources, or a related field. Familiarity with workforce management systems (such as Kronos, ADP, or Workday), advanced Excel skills, and sometimes relevant certifications (like SHRM-SCP) are highly valued. Outstanding communication, strategic thinking, and problem-solving abilities set top candidates apart in this position. These skills and qualifications are crucial for optimizing workforce efficiency, meeting organizational goals, and leading cross-functional teams effectively.

What are the typical daily responsibilities of a Director Workforce Management?

A Director Workforce Management typically oversees strategic labor forecasting, analyzes staffing data, and ensures optimal scheduling to align with business needs. They collaborate closely with HR, operations, and finance teams to make data-driven decisions, resolve workforce challenges, and ensure compliance with labor regulations. Daily tasks often include leading workforce planning meetings, reporting key metrics to leadership, and implementing initiatives to improve operational efficiency. This role also involves mentoring team members and staying updated on industry best practices to drive continuous improvement.
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Director Workforce Management jobs near you
Infographic showing various Director Workforce Management job openings in the United States as of May 2026, with employment types broken down into 1% As Needed, 39% Full Time, 56% Part Time, 3% Contract, and 1% Nights. Highlights an 58% Physical, 1% Hybrid, and 41% Remote job distribution, with an average salary of $117,480 per year, or $56.5 per hour.
Director, Workforce Management

Director, Workforce Management

Safe-Guard Products International LLC

Atlanta, GA • On-site

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 6 days ago

Job description

Please do not respond to direct messages with your personal information. All job applications and your sensitive, personal information should only be submitted via our official job platform.

Job Title: Director of Workforce Manage and Quality Assurance (hybrid onsite Monday- Thursday)

Location: US-GA-Atlanta (Sandy Springs)

FLSA: Exempt

#LI-Hybrid

Job Overview:

Safe-Guard is investing in a next-generation Workforce Management (WFM) and Quality Assurance (QA) capability, and we are looking for a visionary leader to redesign and run them. As the Director of Workforce Management and Quality Assurance, you will own budgeting forecasting, capacity planning, scheduling, real-time operations, and WFM analytics — and you will simultaneously own the quality framework that defines what “good” sounds like and feels like for every customer interaction. Your remit spans our internal contact center teams and our external vendor partners, with accountability for both how efficiently we staff the work and how well that work is performed.

More than running the day-to-day, you will transform what WFM and QA mean at Safe-Guard. You will move WFM toward a predictive, data-driven operating model, and you will modernize QA into an analytics-driven engine that uses AI, speech, text, and behavioral signals to drive coaching, training, process change, and customer experience improvement. The right candidate is equal parts strategist, AI practitioner, and change agent — deeply fluent in the analytics behind WFM and QA, hands-on enough to credibly lead both teams, and energized by the opportunity to shape an integrated capability.

Job Responsibilities:

  • Set the vision and multi-year roadmap for Safe-Guard’s integrated WFM and QA capability, moving both from tactical operations to strategic, analytics-driven disciplines.
  • Lead the end-to-end WFM lifecycle — Budgeting, capacity planning, forecasting, scheduling, intraday management, and real-time adherence — across internal teams and vendor partners.
  • Own the Quality Assurance program end to end: scorecard design, calibration, monitoring, root-cause analysis, and the coaching feedback loop that drives behavior change on the floor.
  • Modernize QA with speech and text analytics, automated scoring, and AI-assisted evaluation, moving beyond manual sampling to full quality coverage.
  • Embed AI across WFM and QA — from ML-driven forecasting and automated quality scoring to generative AI for coaching insights and agent assist — to scale judgment, not just headcount.
  • Leverage modern CCaaS platforms and their native WFM and QA capabilities to unlock real-time data, omnichannel routing, and an integrated agent experience.
  • Build the analytics foundation behind both functions: forecasting, shrinkage and occupancy analysis, staffing simulations, quality trends, and customer-experience correlations.
  • Partner with Finance to translate workforce and quality plans into labor budgets, variance analysis, and unit economics.
  • Evaluate, select, and optimize WFM and QA technology to replace manual processes with scalable systems.
  • Drive transformation: redesign legacy WFM and QA processes and lead the change management required to make new ways of working stick.
  • Manage and develop two high-performing teams — WFM and QA — building technical depth and a service-oriented culture.
  • Lead calibration sessions across internal teams, vendor partners, and business stakeholders to ensure consistent, customer-aligned quality standards.
  • Translate complex analytics into clear narratives that influence executive decisions on staffing, automation, quality investment, and cost-to-serve.
  • Partner with Operations, HR, Recruiting, Training, Compliance, and Technology to align hiring, training, and coaching cycles with forecasted demand.
  • Own the metrics that matter — forecast accuracy, adherence, service level, quality score, calibration variance, AHT, CSAT/NPS correlation, occupancy, and first-contact resolution — and continuously raise the bar.
  • Champion continuous improvement using Lean / Six Sigma thinking, root-cause analysis, and data analytics.

The above statements are intended only to describe the general nature of the job and should not be construed as an all-inclusive list of position responsibilities.

Job Requirements:

  • Bachelor’s degree in Business, Operations, Industrial Engineering, Statistics, Economics, Analytics, Finance, or a related quantitative field; advanced degree a plus.
  • Minimum of 8 years of progressive experience in analytical fields in a contact center, shared services, or operations environment, with exposure to both disciplines.
  • Minimum of 4 years of leadership experience, with a clear track record of building or significantly transforming these functions — not just operating an existing one.
  • Demonstrated analytical depth: hands-on fluency with forecasting methodologies (time series, Erlang, regression, scenario modeling) and quality analytics (scorecard design, calibration variance, root-cause analysis), with the ability to personally interrogate models and results, not just consume their output.
  • Visionary mindset paired with practitioner credibility — able to set strategy and roll up sleeves when the situation calls for it.
  • Strong change management skills, with experience leading transformation initiatives using frameworks such as ADKAR, Kotter, or Lean / Six Sigma.
  • Superior communication and stakeholder management skills, with the ability to influence executive leaders and operational teams alike.
  • Comfort with ambiguity and a strong bias for action in a fast-evolving environment.
  • Experience in the Automotive, Insurance, or Financial Services industries preferred.
  • Prior experience using Agentic AI ecosystems to drive business outcomes
  • Microsoft Office (Outlook, Excel, Word) proficiency; advanced Excel and/or SQL strongly preferred.
  • Must be authorized to work in the U.S.
  • Must be able to successfully pass a background check.

Company Benefits:

  • Medical, Dental, and Vision Insurance
  • Flexible Spending Account
  • Health Savings Account
  • 401(k) Plan with Company Match
  • Company-paid Short-Term and Long-Term Disability
  • Company-paid Life Insurance
  • Paid Holidays and Vacation
  • Employee Referral Program
  • Employee Assistance Program
  • Wellness Programs
  • Paid Community Service Opportunities
  • Tuition Reimbursement
  • Ongoing Training & Personal Development
  • And More!

About Safe-Guard Products International:

Safe-Guard serves Original Equipment Manufacturers (OEMs), top retailers, and independent agents in the automotive finance and insurance industry with the leading Protection Products Platform. Our platform delivers innovative protection products and solutions that protect consumers from the perils of ownership, while providing Finance &Insurance professionals the tools to ignite scalable and sustainable business growth. Safe-Guard’s success is driven by over 850 employees, who serve more than 12,000 dealers and support contract holders across the U.S. and Canada.

For 30 years and counting, our team continues to transform the motor vehicle space, earning a stellar reputation from our partners and peers by providing: 1) the highest quality protection products in the industry, 2) a broad platform of branded product, technology, marketing, and training solutions, and 3) an unwavering commitment to uncomplicated care and customer service.

Safe-Guard Products International is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital status, disability or protected veteran status, or any other status or characteristic protected by federal, state, or local law.