Director of Workforce Optimization & Quality Analytics

TPIS

San Juan (PR)

On-site

USD 70,000 - 80,000

Full time

9 days ago

Get more replies from employers

Send a job-specific resume in minutes.

Job summary

TPIS in San Juan, PR is seeking a Workforce Management Director to oversee WFM, QA, and Operational Analytics for its customer service operations, including call centers. The role focuses on forecasting, capacity planning, staffing, real-time operations, and quality performance across channels.

The leader will drive data-driven strategies, develop dashboards, and ensure compliance with CMS/Medicaid/HIPAA within a highly regulated setting.

Qualifications

Advanced Excel proficiency and ability to develop executive dashboards and reports.
Experience forecasting, capacity planning, staffing, scheduling, and real-time workforce management.
Ability to translate complex operational data into strategic recommendations.
Demonstrated leadership and collaboration across cross-functional teams.

Responsibilities

Lead WFM, QA, and Operational Analytics strategy across contact channels.
Align Workforce unit with organizational goals and regulatory requirements.
Provide executives with reports on workforce effectiveness, customer experience trends, and risks.
Develop predictive workforce planning models using historical data and demand drivers.
Manage forecasting, capacity planning, staffing, scheduling, and real-time operations.
Leverage BI tools to identify trends and actionable insights.
Oversee Quality Management framework focused on compliance and performance.
Drive continuous improvement, automation, and efficiency initiatives.