Director, Workforce Planning

Ladders; United States; Remote; USD 135,000 - 228,000; Full time

Benefits offered by this job

Remote work

Equity awards

Collaborative culture

Professional development

Job summary

Ladders is seeking a Director of Workforce Planning to shape the enterprise strategy for high-volume contact center operations. This role supports staffing, forecasting, and scheduling to align with broader business objectives, partnering with operations and cross-functional leaders to improve productivity and analytics.

Remote work from anywhere in the U.S. with equity opportunities and a collaborative environment.

Qualifications

• Bachelor’s degree in a related field.
• “10+ years in workforce management or contact center operations, with 5+ years in a leadership role.”
• Experience in enterprise workforce planning, forecasting, and scheduling for high-volume environments.
• Proven ability to use data analytics to enhance performance and optimize staffing.
• Strong track record of influencing senior leaders with data-driven insights.
• Familiarity with WFM platforms like Aspect, Genesys, or NICE.

Responsibilities

• Set the workforce management strategy for contact center operations aligned with business objectives.
• Lead long-range workforce planning, including demand forecasting and hiring plans.
• Design and govern standardized WFM policies and KPIs for consistent performance.
• Oversee workforce management teams, providing leadership and development.
• Collaborate with various departments to align staffing strategies with productivity goals.
• Champion the roadmap for workforce management tools and technology, including AI integration.
• Drive continuous improvement initiatives to enhance forecast accuracy and schedule efficiency.
• Provide executive-level insights through dashboards and operational reviews.

Skills

10+ years experience in workforce

5+ years leadership

data analytics to enhance performance

influencing senior leaders with data

expertise with WFM platforms

Education

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

Tools

Aspect

Genesys

NICE

Job description

For our client, we are seeking a Director, Workforce Planning to join the team of a leader in the Real Estate & Construction space.

This leader will shape the enterprise workforce planning strategy for high-volume contact center operations, ensuring staffing, forecasting, and scheduling support broader business objectives. The role will partner closely with operations and cross-functional leaders to improve productivity, forecast accuracy, and schedule efficiency. This position will also guide teams, standardize planning practices, and help advance workforce tools and analytics to support smarter decision-making.

Location: Remote

Compensation: $135,400 – $227,600 annually

Responsibilities

• Set the workforce management strategy for contact center operations aligned with business objectives
• Lead long-range workforce planning, including demand forecasting and hiring plans
• Design and govern standardized WFM policies and KPIs for consistent performance
• Oversee workforce management teams, providing leadership and development
• Collaborate with various departments to align staffing strategies with productivity goals
• Champion the roadmap for workforce management tools and technology, including AI integration
• Drive continuous improvement initiatives to enhance forecast accuracy and schedule efficiency
• Provide executive-level insights through dashboards and operational reviews

Qualifications

• Bachelor’s degree in Business, Operations Management, Mathematics, Statistics, Finance, Industrial Engineering, or a related field
• 10+ years of experience in workforce management or contact center operations, with 5+ years in a leadership role
• Experience in enterprise workforce planning, forecasting, and scheduling for high-volume environments
• Proven ability to use data analytics to enhance performance and optimize staffing
• Strong track record of influencing senior leaders with data-driven insights
• Familiarity with WFM platforms like Aspect, Genesys, or NICE

Benefits

• Remote work flexibility from any location in the U.S.
• Opportunity for equity awards based on performance and experience
• Access to a collaborative and innovative work environment
• Engagement in continuous improvement initiatives and professional development

Our client is an equal opportunity employer.