Director of Enterprise Workforce Strategy (Remote)

Jobgether; United States; Remote; USD 135,000 - 230,000; Full time

Benefits offered by this job

Remote work flexibility

Equity awards

Leadership opportunities

Technology and innovation

Professional growth

Inclusive workplace

Work-life flexibility

Accessibility and accommodations

Job summary

Jobgether is seeking a senior leader to define and drive enterprise workforce strategy for its contact center operations in the United States. You will govern demand forecasting, capacity planning, staffing, and service-level targets, collaborating with cross-functional partners to balance cost, quality, and employee experience.

You will lead a distributed team, develop leadership capabilities, and advance the WFM technology roadmap, including AI-enabled analytics, to enable scalable,

Qualifications

• Bachelor's degree in business, operations management, mathematics, statistics, finance, industrial engineering, or a related field.
• At least 10 years of experience in workforce management, contact center operations, or a closely related discipline, including a minimum of five years in people leadership roles overseeing multidisciplinary teams.
• Enterprise workforce planning expertise: Demonstrated experience leading large-scale or enterprise workforce planning, forecasting, and scheduling in high-volume, multi-channel service or support environments, including collaboration with BPO partners.
• Strategic and analytical capabilities: Proven ability to leverage data, analytics, and performance metrics to identify operational drivers, improve forecasting accuracy, optimize staffing levels, and enhance productivity, customer experience, and sales outcomes.
• Working knowledge of workforce management platforms such as Aspect, Genesys, or NICE, along with related telephony, routing, CRM, and reporting tools.
• Leadership and team development: Strong experience leading, coaching, and developing managers and specialist teams, establishing clear performance expectations, and building effective, collaborative operating structures.
• Executive communication and influence: Demonstrated ability to communicate complex insights clearly, present data-driven recommendations, and influence senior executives and cross-functional stakeholders in a fast-paced, evolving business environment.
• Business and financial acumen: Ability to balance service-level requirements, workforce capacity, operational costs, productivity targets, and employee experience when making strategic decisions.
• Change management and innovation: Experience leading continuous improvement initiatives, implementing new processes or technologies, and adapting workforce strategies to changing business demands.
• Strategic mindset and problem-solving: Excellent critical thinking, organizational, decision-making, and problem-solving skills, with the ability to translate enterprise objectives into practical, measurable workforce management strategies.
• Remote collaboration: Ability to lead distributed teams and collaborate effectively with stakeholders across functions and locations in a remote-first work environment.

Responsibilities

• Define enterprise workforce strategy: Establish and lead the workforce management vision for contact center operations, aligning staffing, capacity planning, and service-level targets with business priorities and customer experience objectives.
• Lead strategic workforce planning: Oversee long-range and annual planning, including demand forecasting, hiring requirements, and budget inputs across business units, locations, and communication channels to support growth while controlling costs and mitigating operational risks.
• Establish planning frameworks and KPIs: Develop and govern standardized workforce management policies, methodologies, performance metrics, and reporting frameworks, including forecast accuracy, schedule adherence, occupancy, and service levels.
• Manage and develop leadership teams: Oversee workforce planning functions spanning capacity planning, forecasting, scheduling, and real-time performance management. Coach and develop team leaders and analysts while fostering accountability, collaboration, and continuous improvement.
• Drive cross-functional alignment: Partner with operations, sales, finance, HR, and external vendor partners to align staffing strategies with demand patterns, productivity targets, hiring plans, training requirements, and workforce initiatives.
• Advance workforce management technology: Lead the roadmap for workforce management platforms and related technologies, including AI-enabled capabilities, telephony routing, and reporting solutions, in collaboration with product, engineering, and technology vendors.
• Optimize operational performance: Identify and implement initiatives to improve forecasting precision, scheduling efficiency, shrinkage management, staffing utilization, and real-time execution through analytics, experimentation, and scalable best practices.
• Provide executive-level insights: Translate complex workforce data into actionable recommendations through dashboards, performance reviews, and executive presentations, highlighting operational risks, growth opportunities, resource requirements, and strategic trade-offs.
• Support scalable business growth: Build adaptable workforce management processes and operating models that balance cost efficiency, service quality, employee experience, and evolving business needs across high-volume, multi-channel environments.

Skills

Workforce management

Forecasting

Staffing planning

Leadership

Cross-functional collaboration

Data analytics

Executive communication

Strategic thinking

Remote collaboration

Education

Bachelor's degree

Tools

Aspect

Genesys

NICE

Job description

Jobgether is seeking a senior leader to define and drive enterprise workforce strategy for its contact center operations in the United States. You will govern demand forecasting, capacity planning, staffing, and service-level targets, collaborating with cross-functional partners to balance cost, quality, and employee experience.

You will lead a distributed team, develop leadership capabilities, and advance the WFM technology roadmap, including AI-enabled analytics, to enable scalable,