Global Director of Workforce Strategy & Analytics

LifeWave Corporate; Draper (UT); On-site; USD 180,000 - 240,000; Full time

Job summary

LifeWave Corporate seeks a Global Director, Workforce Management to lead strategy across Customer Service globally. You will forecast demand, shape capacity, schedule coverage, and govern analytics, technology, and labor optimization to meet service goals and budget targets.

You will partner with Finance, HR, Technology, Training, Quality, and regional teams to advance WFM maturity, driving AI-enabled solutions and scalable operations across regions.

Qualifications

• Bachelor’s degree in business, Finance, Operations Management, Mathematics, Statistics, or related field.
• 10+ years of progressive Global Workforce Management experience within customer service or contact center environments.
• 5+ years of leadership experience managing global or multi-site Workforce Management teams.
• Experience supporting complex operations across multiple countries, regions, languages, and time zones.
• Proven success developing workforce strategies, labor plans, forecasting models, and capacity plans.
• Strong experience with Workforce Management technologies, including Verint or comparable platforms.
• Exceptional executive communication, presentation, stakeholder management, and leadership skills.
• Preferred Lean Six Sigma, PMP, Verint Certification, or related certifications.
• Experience supporting global customer service operations across North America, EMEA, and APAC.

Responsibilities

• Develop and execute the global workforce strategy supporting Customer Service operations across regions, languages, and channels.
• Establish workforce planning standards, governance processes, and operational frameworks.
• Develop a multi-year workforce roadmap aligned with growth, demand, and priorities.
• Lead annual labor planning, staffing strategies, and capacity planning.
• Serve as the executive workforce management advisor to Customer Service leadership and stakeholders.

Skills

Forecasting methodologies

Capacity planning

Scheduling

Real-time management

Workforce analytics

Executive communication

Stakeholder management

Leadership

Analytical thinking

Education

Bachelor’s degree in business, Finance, Operations Management, Mathematics, Statistics, or related field

Tools

Verint

WFM platforms

Job description

LifeWave Corporate seeks a Global Director, Workforce Management to lead strategy across Customer Service globally. You will forecast demand, shape capacity, schedule coverage, and govern analytics, technology, and labor optimization to meet service goals and budget targets.

You will partner with Finance, HR, Technology, Training, Quality, and regional teams to advance WFM maturity, driving AI-enabled solutions and scalable operations across regions.