Head of Workforce Strategy & Contact Center Excellence

Charles Schwab Corporation

Omaha (NE)

On-site

USD 250,000 - 350,000

Full time

3 days ago

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Job summary

Charles Schwab Corporation in Omaha, Nebraska, seeks a Managing Director, CS&S Business Management, to lead forecasting, capacity planning, workforce management, and contact center analytics, driving service levels and efficiency across a large-scale operation.

You will partner with business, operations, finance, talent acquisition, and other leaders to translate demand into staffing, guide a multi-location strategy, and deliver quarterly reviews with actionable insights for improved client

Qualifications

Extensive leadership experience in workforce management and forecasting within a large service organization.
Proven ability to translate demand forecasts into executable staffing plans.
Strong command of contact center performance drivers and labor distribution.
Experience leading enterprise workforce strategy and multi-location hiring.
Skilled in analytics, scenario modeling, and performance reporting to drive decisions.
Track record of driving continuous improvement through automation and change management.
Executive-level communication and cross-functional partnership skills.
Ability to set priorities, build accountability, and deliver measurable improvements.

Responsibilities

Set and execute the enterprise workforce management strategy for CS&S, including demand forecasting, capacity planning, staffing, scheduling, real-time performance, and workforce distribution.
Build a proactive, data-driven workforce management organization that strengthens operational reporting, analytics, planning discipline, and decision quality.
Develop a multi-year roadmap aligning workforce capabilities, location strategy, process improvement, and automation with evolving client and business needs.
Translate contact demand, volume drivers, training capacity, labor mix, and service targets into integrated staffing plans, including approximately 1,500 annual hires.
Partner with business, operations, finance, talent acquisition, and functional leaders to adjust workforce strategies as priorities, demand, and market conditions change.
Lead quarterly business reviews that surface trends, risks, tradeoffs, and actions required to improve service levels, productivity, and client outcomes.
Monitor industry practices, competitor activity, client expectations, and market dynamics to inform near- and long-term operating decisions.