Global Director, Workforce Management & Analytics

Lifewave Inc; Draper (UT); On-site; USD 150,000 - 210,000; Full time

Benefits offered by this job

On-site work

Executive leadership exposure

Job summary

LifeWave Inc in Draper, Utah seeks a Global Director, Workforce Management to lead forecasting, capacity planning, scheduling, and real-time control across regions and channels. You will drive the workforce strategy, governance, and analytics to align resources with demand and business goals, while prioritizing employee experience and service quality.

This executive role partners with Finance, HR, Technology, and regional teams to mature WFM, implement AI-driven tools, and optimize labor across

Qualifications

• Bachelor’s degree in business, finance, ops mgmt, math, stats, or related field.
• 10+ years in progressive Global Workforce Management in customer service.
• 5+ years of leadership managing global or multi-site WFM teams.
• Experience across multiple countries, regions, languages, and time zones.
• Strong experience with Verint or comparable WFM platforms.

Responsibilities

• Develop and execute the global workforce strategy for Customer Service.
• Lead forecasting, capacity planning, scheduling, and real-time management.
• Establish governance, reporting, and analytics for workforce performance.
• Partner with Finance, HR, Technology, and regional leaders.
• Drive continuous improvement and workforce transformation initiatives.

Skills

Forecasting

Capacity planning

Scheduling

Leadership

Executive communication

Data analytics

Education

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

Tools

Verint

Job description

LifeWave Inc in Draper, Utah seeks a Global Director, Workforce Management to lead forecasting, capacity planning, scheduling, and real-time control across regions and channels. You will drive the workforce strategy, governance, and analytics to align resources with demand and business goals, while prioritizing employee experience and service quality.

This executive role partners with Finance, HR, Technology, and regional teams to mature WFM, implement AI-driven tools, and optimize labor across