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Director Workforce Management Jobs (NOW HIRING)

IntouchCX

Director, Workforce Management

Clearwater, FL · On-site

$125K - $132K/yr

About the Job We are looking for a Workforce Director to lead a Managed Services Team supporting shared services for enterprise clients. The role ensures the delivery of end-to-end workforce ...

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Director, Workforce Management

Phoenix, AZ

About the Role The Director of Workforce Management is a newly created senior role on the PSC Operations SVP's leadership team, built to establish dedicated WFM ownership at a critical inflection ...

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 ...

Five9

OR · On-site

$232K - $243K/yr

We are seeking a Product Management Director - Workforce Engagement to lead the future of intelligent workforce engagement at Five9. This is an individual contributor (IC) role for a seasoned product ...

Five9

Product Management Director - Workforce Engagement

$238K - $249K/yr

We are seeking a Product Management Director - Workforce Engagement to lead the future of intelligent workforce engagement at Five9. This is an individual contributor (IC) role for a seasoned product ...

Questx

Workforce Management Analyst

Boca Raton, FL · On-site

The Workforce Management Analyst plays a critical role in enabling informed decisions through ... Execute intraday staffing adjustments as directed, including schedule changes, overtime ...

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How much do director workforce management jobs pay per year?

As of Jul 10, 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 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.

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.

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Director Workforce Management jobs near you
Director, Workforce Management

Director, Workforce Management

IntouchCX

Clearwater, FL • On-site

$125K - $132K/yr

Full-time

Medical, Dental, Vision, PTO

This job post has expired 1 day ago. Applications are no longer accepted.

IntouchCX rating

5.6

Company rating: 5.6 out of 10

Based on 43 frontline employees who took The Breakroom Quiz

42nd of 72 rated call and contact centers

Job description

About IntouchCX
IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we've scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.
About the Job
We are looking for a Workforce Director to lead a Managed Services Team supporting shared services for enterprise clients.
The role ensures the delivery of end-to-end workforce management processes, including forecasting, capacity planning, scheduling, and real-time management, with a fundamental focus on consistent RTA performance. 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 information but also to perform data analytics. The role will partner with the WFM Program Optimization Leader to align on global execution with localized excellence. Together, they will build relationships with internal & external partners.
The Director will be responsible for the management and development of a team of WF professionals. This will involve the creation of development plans for the team.
As Director, Workforce Management, You Will...
  • Reviewing the WFM plan with Managers to catch any risks or problems affecting client KPIs and financial goals.
  • Dreaming up solutions and action plans to make the program and your team perform better. Utilize the use of technology such as AI and machine learning to improve overall account performance.
  • Working closely with department heads to meet all client and company targets.
  • Partnering with Training to create courses based on your team's performance needs.
  • Coordinating with Operations to get leaders up to speed on WFM concepts and how to use the reports.
  • Act as the guardian of staffing efficiency, requiring strategic thinking, vision, and value creation, strategy development, implementation, and change management, performance orientation, and risk oversight.
  • Dictate the tempo of actual delivery against agreed workforce management KPIs.
  • Anticipate real-time needs weeks prior and adjust staffing levers to ensure the team comes in prepared for daily performance delivery. Regular, daily direction must steer intraday decisions towards favorable staffing outcomes.
  • Serve as the primary mentor of the team.

As Director, Workforce Management, You Need...
  • 5-10+ years of experience in workforce management, specifically within large-scale, multi-regional contact center environments.
  • Expertise in Client Engagement & Relationship Management and global workforce management delivery.
  • Intermediate exposure in WFM software (e.g., Calabrio Aspect, Nice, Verint) and data visualization tools (e.g., Tableau, Looker).
  • Industry knowledge and technical understanding of end-to-end WFM processes to guide and recommend on capacity planning (Required).
  • Expertise in Real-Time Management, including the ability to dictate the tempo of performance delivery against agreed-upon WFM KPIs.
  • Proven ability to proactively anticipate real-time staffing needs.
  • Ability to provide regular, daily direction to steer intraday decisions toward favorable staffing outcomes.
  • Deep knowledge of WFM platforms and processes is essential for serving as the primary team mentor.
  • Behavioral competencies such as coaching ability, establishment of good interpersonal relations, people performance management, change management, and personal active work engagement.
  • Strength in both technical knowledge and process optimization, and charting team development for all levels of the team (sr. manager to analyst).
  • Ability to travel internationally as needed to support regional engagement requirements.

IntouchCX is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
Any applicant who, because of a disability, needs accommodation or assistance in completing an application or at any time during the application process should contact the Recruiting department and/or the Human Resources department. IntouchCX also provides reasonable accommodations to employees with disabilities consistent with its obligations under the law.
U.S Department of Labor Posters
Benefits of Working as a Director, Workforce Management...
  • Industry-leading medical, vision, and dental benefit plans paid by the employee + paid time off and sick time leave benefits (where applicable by legislation)
  • Amazing career growth opportunities

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