Strategic Workforce & Training Enablement Lead

Texas811; United States; Híbrido; USD 110.000 - 150.000; Jornada completa

Descripción de la vacante

Texas811 is seeking an Operations Enablement Manager to lead workforce planning, training, onboarding, and employee development across the Damage Prevention Center. You will ensure the organization has the resources and readiness to meet service commitments while fostering accountability and continuous learning.

You will partner with Operations, Quality Assurance, Human Resources, Technology and Leadership & Development to align capabilities with demand, drive improvements, and deliver

Formación

• Bachelor's degree in Business Administration, Organizational Development, Education, Human Resources, Operations Management, or a related field.
• Minimum five years of progressively responsible leadership experience in a contact center, customer service, operations, workforce management, training, or related environment.
• Minimum three years of people leadership experience.
• Experience leading training, workforce management, or other operational support functions.
• Experience developing reports, analyzing operational metrics, and making data‑driven decisions.
• Experience managing multiple priorities and cross‑functional initiatives.

Responsabilidades

• Provides leadership, direction, coaching, and development for Training Specialists and Workforce Management team members.
• Oversees design, delivery, evaluation, and continuous improvement of onboarding, refresher, compliance, leadership, and skills-based training programs.
• Provides strategic oversight of workforce planning activities, including forecasting, capacity planning, scheduling, intraday management, and staffing analysis.
• Leads and participates in projects that improve operational effectiveness, service delivery, and employee readiness.
• Develops annual goals, business plans, and functional priorities aligned with departmental objectives.

Conocimientos

Leadership experience

People leadership

Analytical thinking

Training & development

Workforce management

Project management

Communication skills

Educación

Bachelor's degree in related field

Herramientas

Power BI

AWS Connect

Learning Management System (LMS)

WFM software

Descripción del empleo

Texas811 is seeking an Operations Enablement Manager to lead workforce planning, training, onboarding, and employee development across the Damage Prevention Center. You will ensure the organization has the resources and readiness to meet service commitments while fostering accountability and continuous learning.

You will partner with Operations, Quality Assurance, Human Resources, Technology and Leadership & Development to align capabilities with demand, drive improvements, and deliver