WFM Director

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We are a Business Process Outsourcer (BPO) committed to fostering brand growth through outstanding customer experiences. Compass was founded by e-commerce pioneers who struggled to find an equally innovative customer service partner. Many companies view customer care as merely a cost center, but we believe it offers much more If you enjoy delighting customers and leveraging data to provide valuable insights to clients, Compass could be your ideal workplace

As the WFM Director, you will be responsible for overseeing the planning, development, and implementation of workforce management strategies to optimize staffing levels and maximize operational efficiency for various clients. You will lead a team to forecast workload, schedule employees, and monitor real-time performance to ensure service level goals are met.

• Bachelor's degree in Business Administration, Human Resources, or related field (Master's degree preferred)
• Proven experience in workforce management, with a minimum of 5 years in a senior leadership role
• Strong analytical skills with the ability to interpret data and make strategic decisions
• Excellent communication and collaboration skills to work closely with various stakeholders both internal and external
• Proficiency in workforce management software and tools (Aspect experience preferred)

• Develop and implement workforce management strategies to optimize staffing levels and meet contractual service level requirements
• Lead the forecasting and scheduling processes to ensure adequate coverage and meet operational needs
• Monitor real-time performance metrics and make necessary adjustments to maximize efficiency
• Analyze workforce data to identify trends and make recommendations for process improvements
• Collaborate with Operations, other departments, and clients to align workforce strategies with business goals
• Provide leadership and guidance to the WFM team, fostering a culture of continuous improvement and excellence

Salary The salary for the WFM Director position is competitive and will be commensurate with experience and qualifications.