Director, Workforce Management - Customer Experience

US-CO-Englewood

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Req #: 92249
Type: Fulltime-Regular

DISH

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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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