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Director, Workforce Planning & Optimization

West Hollywood, Los Angeles, CA
Our client is a successful startup in growth mode that provides services that allow millions of users all over the world to connect and develop relationships in different ways.  We are looking for a workforce planning and optimization leader that can come on board and assess the current plan and develop it to a word class plan that rivals no other.  The planning will take into account internal and external teams, BPO vendors, analysis and reporting and set projections and goals and building a Workforce Management team. 

What the Director, Workforce Planning & Optimization will do:
  • Set, support and lead tactical workforce management needs and responses
  • Capacity planning functions including long term forecasting (LTFs) and short term/interval level forecasting (STFs)
  • Work experience with outsourced partners, and optimizing manpower in contact center environments
  • Handle a range of problem-solving situations that focus on  capacity and forecasting strategies  
  • Stakeholder collaboration and program management and reporting
  • Develop and own partner STFs that effectively deliver volume requirements by site to consistently achieve service level commitments
  • Review and process partner hours of operations and new requests for hoop change requests
  • Perform ongoing analysis of current partner commits and forecast to ensure proper staffing in both partner and company sites to support 24X7 operations

Basic Qualifications
  • 5+ years' experience in workforce management and optimization and/or capacity planning with a deep understanding of global contact center support functions and contact patterns
  • WFM experience in a technology company, preferably with a global reach
  • Experience managing routine scheduling with multi-channel global contact center environments including email, phone, chat, and social
  • Exceptional written and verbal communication skills with all levels of the organization and partners
  • Advanced skills using Microsoft Excel in a business environment
  • Bachelor's Degree in a business or quantitative field such as engineering, economics, mathematics, business administration or similar

Preferred Qualifications
  • 7+ years experience in WFM and/or Capacity Planning with a deep understanding of global contact center support functions and contact patterns
  • 7+ years' experience managing global scheduling with multi-channel contact center environments 
  • Experience leading software deployment for WFO systems
  • Master's Degree in a business or quantitative field (economics, mathematics, business administration, etc.) preferred

Sound like you and piqued your interest? Great! Apply today!

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