AddressOverview
As the Senior Director, Workforce Management – Strategic Accounts you will be required to have a blend of strategic vison, operational excellence, and leadership acumen to drive the company’s success through effective Workforce Management.
In this role you will be a strategic business partner of the business who thinks and acts with a PEAK Mindset and have a full understanding of the Account Portfolio including the key opportunities and challenges which allows you to provide advice in the decision-making process with the business.
About Foundever
Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.
Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX.
- Winner of Comparably’s Award for Best Global Culture in 2022 and 2021
- Gold Stevie Award Winner for Great Employers
- We foster an exciting culture of creativity, connection, and commitment.
Read more about our culture: Foundever™ Stories.
Primary Job Responsibilities
- Adheres to FOUNDEVER policies on ethics and integrity.
- Focuses on strategic vision for cost management and operational performance within the overall WFM organization as well as financial efficiencies for FOUNDEVER overall.
- Works closely with the FOUNDEVER Management teams, such as Vice Presidents / Site Directors / Account Management Team, and other functional support groups, to ensure a smooth process flow within the overall Workforce Management (WFM) structure and within the operations structure.
- Coordinates strategic implementations with regional business leaders.
- Leads strategic and budget planning meetings for purposes of adding significant value and ideas on how to drive agent expense from the business.
- Proactively meets with and gains insight from customers to ensure WFM is meeting the needs of the business.
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- Manages and leads a team of WFM Managers and Senior Managers responsible for Workforce Management activities.
- Ensures team’s compliance to FOUNDEVER policies and procedures as well as other WFM standards such as PeakOS.
- Oversees the performance of the WFM teams, including forecast accuracy, scheduling efficiency, schedule adherence goals and Real Time management.
- Sets both individual and team goals to support high level objectives. Develops attainable WFM core initiatives and projects to support strategic business plan goals and determine/implement Key Performance Indicators for the WFM team.
- Provides effective feedback and coaching to all team members. Recognize and reward exceptional performance. Take appropriate actions when team or team members are not meeting their goals.
- Maintains operational relationships with Telephony, IT, Operations, and other groups as needed.
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- Helps coordinate implementation of new WFM modules, upgrades, enhancements, etc.
- Works closely with Finance teams to ensure profitable delivery of all KPI’s.
- Uses data from Account portfolio to understand trends, issues and build corrective action plans.
- Develops and leads key support processes and procedures. Strategically develop and drive continuous process improvements of the Workforce Management system. Provide support to Business Development and Account Management during the Sales process.
Qualifications
- Bachelor’s degree strongly preferred, will consider equivalent combination of education and experience for the right candidate
- 10+ years of industry-related experience in Workforce capacity.
- 7+ years of leadership experience.
- Experience with statistical analysis tools, continuous improvement tools, and platforms.
- Experience building, planning, and executing improvement strategies.
- Experience with workforce tools including IEX, EWFM, Capacity planning & seat planning modelling.
- Result-oriented/driven.
- Proactive and innovative.
- Business and financial acumen.
- Leadership emotional intelligence.
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- Analytical and goal-oriented mindset.
- Networking skills ability to influencing up.
- Workforce management data analysis and problem-solving skills
- Knowledgeable in statistics and regression analysis.
- Proficient on CMS, other ACD System and WFM tools.
- Knowledgeable in MS Office Suite: WORD, VISIO, POWERPOINT, and ACCESS.
- Intermediate skill in MS Excel and programming Excel for data collection (ERLANG C).
- Strong verbal and written communication skills in English.
- Availability to travel up to 25% domestic and international.
- Flexibility to adapt work location based on demands.
Our Perks
- Competitive salaries, benefits, 401K contribution matching and paid time off.
- Onsite and remote work at home available (depending on the market).
- Growth opportunities through various development programs.
- Employee discounts.
- Excellent work culture.
The base pay range for this position is up to $170,000.00 per year; however, base pay offered may vary depending on location, job-related knowledge, education, skills, and experience. In addition, you are eligible to participate in the Director Incentive Plan, which is 30% annually,more information will be provided during the recruitment process.
Pre-Employment Requirements
Offers of employment are conditional and require that you complete and pass a criminal background check that reviews all criminal activity in every area of residence for the last seven years.
Foundever is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, creed, national origin, ancestry, citizenship, disability/handicap, marital status, protected veteran status, uniform status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. The Company forbids discrimination of all kinds, whether directed at Associates, applicants, vendors, customers, or visitors. This policy applies to all terms and conditions of employment, including recruitment, hiring, promotion, compensation, benefits, training, discipline, and termination.
