We are seeking a highly skilled Director to lead theplanning, scheduling, and optimization of workforce operations inour call center. The ideal candidate will ensure optimal alignmentof resources with demand patterns and design and test differentoutbound dialing strategies to maximize efficiency and revenue perlead and headcount. This role requires excellent interpersonal andleadership skills as it entails managing a team and extensivecollaboration with our performance marketing, insights, and techteams, in addition to the different operations teams. Exceptionalanalytical capabilities, a proven track record in WorkforceManagement (WFM), and hands-on experience with dialing software areessential for success in this role. Key Responsibilities: 1. Workforce Management Strategy and Leadership Develop and implementeffective Workforce Management strategies to optimize resourceplanning and achieve KPIs, including service levels, responsetimes, and productivity. Collaborate closely with operations,quality, and technology teams to align workforce strategies withorganizational goals. Design and optimize outbound dialingstrategies, including experience with different dialing modes(predictive, progressive, preview) to improve connect rates. Applylead scoring and call prioritization methods to maximize conversionrates. Define and track performance KPIs for outbound operations,such as contact rate, conversion rate, drop rate, and agentefficiency. 2. Workforce Planning Oversee short-term and long-termforecasting and resource planning based on historical data, currenttrends, and future projections. Anticipate workload fluctuationsand ensure adequate staffing to meet demand while maintaining costefficiency. Collaborate with marketing and sales teams to alignlead flow with dialing capacity. 3. Scheduling and Real-TimeManagement Design and monitor schedules to ensure optimal shiftcoverage and operational performance. Manage real-time adjustmentsto address unexpected demand changes or staffing issues. 4. DataAnalysis and Reporting Track and analyze key call center metrics,such as Average Handle Time (AHT), abandonment rates, and SLAadherence. Provide actionable insights and recommendations throughdetailed reporting and data analysis to drive continuousimprovement. 5. Technology Utilization and Process OptimizationEnsure effective utilization of WFM tools and software to enhanceoperational efficiency. Identify and implement process improvementsand automation opportunities to streamline workflows. 6. Leadershipand Team Development Lead and mentor a Workforce Management team,fostering a culture of high performance and continuous learning. Provide coaching and professional development to strengthen teamcapabilities and ensure operational excellence. Qualifications: 1. Education: Bachelors degree in Business Administration,Engineering, Statistics, Information Technology, or a relatedfield. 2. Experience: A minimum of 8 years of Workforce Managementexperience, preferably in large-scale call center environments. 3. Proven Success: Demonstrated ability to manage complex operationsand consistently achieve performance targets. 4. Technical Skills:Advanced proficiency in WFM tools (e.g., Five9, NICE, Verint, orsimilar). Familiarity with Salesforce for customer interactionmanagement and reporting. Expertise in data visualization toolssuch as Excel, Power BI, or Tableau. Basic knowledge of SQL ordatabase management is a plus. #J-18808-Ljbffr