Director, Workforce Management - Customer Experience
US-CO-Englewood
Attract-careers1
Req #: 92249
Type: Fulltime-Regular
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Overview: We're seeking an analytical, innovative leader to join our Customer Experience Operations (CXO) senior leadership team. Reporting to the VP of Strategic Planning & Shared Services, you'll lead teams responsible for optimal staffing across all lines of business while maintaining financial discipline to support key initiatives across CXO and EchoStar. Responsibilities: * Direct the WFM Strategic Planning team handling capacity planning, WFM tool ownership, M&A project management, and strategic initiatives * Lead CXO Resource Teams managing contact forecasts, scheduling, and real-time queue management across all brands (DishTV, SlingTV, OnTech, Boost, and Ting) * Optimize headcount spend while driving quality and employee engagement, considering seasonality and surge needs * Build and develop a high-performing team of Capacity Planning and Workforce Management leaders and experts in a 24/7 environment * Engage with industry peers to ensure staffing technology and internal customer support remains best in class Qualifications: * Customer obsessed with visionary thinking * Strong influencer skilled at building cross-departmental coalitions * Proven record of exceeding expectations and elevating performance standards * Passionate about team development and excellence * Exceptional analytical skills with ability to translate complex data into actionable workforce strategies * Strong business acumen to align staffing decisions with financial objectives and operational requirements * Confident decision maker, with the ability to incorporate the human element of staffing a workforce of 5,000 FTEs and vended agents Key Position Qualifications * Executive-level communication skills across all mediums * Experience leading major strategic initiatives in large organizations * 5+ years leadership experience in workforce management * Expert knowledge of forecast modeling and process design * Prior experience in staffing BPOs using an interval commit capacity model strongly preferred * Experience leading 25+ member teams * Bachelor's degree with 5+ years relevant experience (or equivalent) * Ability to thrive in fast-paced environments * Talent for recruiting and developing team members * Willingness to travel 10-20% (including internationally) and work from South Denver HQ
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