Director of Strategic Workforce Planning

ZINC Zillow, Inc.; United States; Remote; USD 143.000 - 228.000; Vollzeit

Benefits dieser Stelle

Equity awards

Zusammenfassung

Zillow is seeking a Director of Workforce Planning to lead strategy, planning, and execution of workforce management for customer-facing operations. This leader will align staffing with volume trends, forecast demand, and optimize service levels across multiple channels and sites.

You will collaborate with senior leaders in Operations, Finance, HR, and Technology to design scalable frameworks, drive improvements, and enable sustainable growth while delivering a superior customer and colleague

Qualifikationen

• Bachelor’s degree or higher required in a related field.
• 10+ years in workforce management, contact center ops, or related field.
• Experience owning enterprise or large-scale WFM, forecasting, and scheduling.

Aufgaben

• Set enterprise WFM strategy for contact center ops aligning capacity, staffing, and service levels with business goals.
• Lead long-range and annual workforce planning across sites, lines of business, and channels.
• Design and govern WFM policies, KPIs, and analytics for visibility and consistency.
• Oversee forecasting, scheduling, and real-time management, coaching team leads and analysts.
• Partner with Ops, Sales, Finance, HR, and vendors to align staffing with volume trends and goals.
• Champion WFM tools roadmap and collaborate with Product, Eng, and vendors on tech implementations.
• Drive continuous improvements in forecast accuracy, shrinkage, and intraday execution.
• Provide exec-level insights with dashboards and performance reviews.

Kenntnisse

Forecasting

Staffing

Leadership

Data analytics

Communication

Vendor management

Ausbildung

Bachelor's degree in Business, Operations Management, Mathematics, Statistics, Finance, Industrial Engineering, or a related field

Tools

Aspect

Genesys

NICE

Jobbeschreibung

Zillow is seeking a Director of Workforce Planning to lead strategy, planning, and execution of workforce management for customer-facing operations. This leader will align staffing with volume trends, forecast demand, and optimize service levels across multiple channels and sites.

You will collaborate with senior leaders in Operations, Finance, HR, and Technology to design scalable frameworks, drive improvements, and enable sustainable growth while delivering a superior customer and colleague