Director of Workforce Strategy & Service Analytics

MCS Puerto Rico; San Juan (PR); On-site; USD 90,000 - 130,000; Full time

Job summary

MCS Puerto Rico is seeking a senior leader to direct workforce management, quality assurance, and operational analytics for customer service operations, including call centers and service centers. You will drive forecasting, capacity planning, scheduling, real-time operations, and performance metrics to optimize service delivery and customer experience.

You will develop predictive workforce models, oversee a comprehensive quality management framework, and ensure compliance with CMS, HIPAA, and

Qualifications

• Master’s Degree in a relevant field and 5+ years in call center workforce management.
• Experience supervising personnel.
• Certifications in CCXP, COPC, SWPP, ICMI, NICE, Verint preferred.

Responsibilities

• Lead workforce strategy across all customer contact channels and service delivery platforms, ensuring alignment with goals and regulatory requirements.
• Provide executive leadership with strategic recommendations and performance reporting on workforce effectiveness and CX trends.
• Drive innovation in workforce planning and QA programs by evaluating industry practices and tools.
• Lead continuous improvement initiatives to improve efficiency and reduce waste.
• Develop predictive workforce planning models using historical data and demand drivers.
• Direct forecasting, capacity planning, staffing, scheduling, and real-time management to optimize resource use.
• Leverage analytics to identify trends and opportunities for performance improvements.

Skills

Workforce management

Quality assurance

Operational analytics

Forecasting

Capacity planning

Scheduling

Vendor management

Process improvement

Regulatory compliance

Education

Master’s Degree in Business Administration or Data Analytics

Bachelor’s Degree in a related field

Tools

Excel

BI tools

SQL

Job description

MCS Puerto Rico is seeking a senior leader to direct workforce management, quality assurance, and operational analytics for customer service operations, including call centers and service centers. You will drive forecasting, capacity planning, scheduling, real-time operations, and performance metrics to optimize service delivery and customer experience.

You will develop predictive workforce models, oversee a comprehensive quality management framework, and ensure compliance with CMS, HIPAA, and