Global Director of Workforce Strategy & Analytics

Lifewave-Inc; Draper (UT); On-site; USD 180,000 - 260,000; Full time

Job summary

LifeWave, Inc. seeks a Global Director, Workforce Management to lead global forecasting, capacity planning, scheduling, and real-time management for Customer Service across regions and languages.

This executive role shapes the WFM operating model, governance, and analytics framework to drive service performance and scalability. You will partner with Finance, HR, Technology and regional teams to align labor investments with business goals while enhancing the employee experience and ensuring

Qualifications

• Bachelor's degree in business, finance, operations or related field; equivalent experience considered.
• 10+ years of progressive Global Workforce Management experience in CX or contact centers.
• 5+ years of leadership experience managing global or multi-site WFM teams.
• Experience with Verint or comparable enterprise WFM platforms.
• Strong analytical, forecasting, budgeting, and stakeholder management skills.

Responsibilities

• Develop and execute the global WFM strategy for Customer Service across regions and channels.
• Lead forecasting, capacity planning, scheduling, and real-time management globally.
• Oversee global reporting, analytics, KPI standards, and governance.
• Drive workforce technology roadmap including Verint and AI enhancements.
• Partner with Finance, HR, and regional leaders to align labor planning with business goals.

Skills

WFM Principles

Forecasting

Capacity Planning

Scheduling

Real-Time Management

Analytics

Education

Bachelor's Degree in related field

Tools

Verint

Workforce Analytics Platforms

Job description

LifeWave, Inc. seeks a Global Director, Workforce Management to lead global forecasting, capacity planning, scheduling, and real-time management for Customer Service across regions and languages.

This executive role shapes the WFM operating model, governance, and analytics framework to drive service performance and scalability. You will partner with Finance, HR, Technology and regional teams to align labor investments with business goals while enhancing the employee experience and ensuring