Upgrade
Director,WorkforceManagement
“Director, Workforce Management at Upgrade. Skills: WFM strategy, forecasting, capacity planning, real-time analytics. Own the comprehensive WFM strategy. Establish dedicated WFM ownership”
What You'll Achieve.
measurable WFM performance improvement (SLA, occupancy, absence, cost)
What They're Looking For.
Must Have
Proven cross-functional influencer with a track record of measurable WFM performance improvement (SLA, occupancy, absence, cost), Executive presence and communication
Nice to Have
Bachelor's degree in Business, Operations, Data Analytics, or equivalent experience, Background in fintech, financial services, or a high-growth startup environment, Experience leading WFM through a contact center model transition (single-site to multi-site or onshore to hybrid BPO)
What You'll Do.
Own the comprehensive WFM strategy
Establish dedicated WFM ownership
How You'll Work.
Team & Collaboration
Influencing across functions without direct authority
Communication Scope
Executive communication
Applying for this Director, Workforce Management role?
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