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Vericast · 1 day ago

Dir Workforce Planning & Resource Management

United States

Full-time

Remote

Director/Executive

$124K/yr - $144K/yr

7+ years exp

Vericast is the financial institution performance partner, helping banks and credit unions drive growth and improve efficiency. The Director, Workforce Planning & Resource Management is responsible for the strategic direction and oversight of workforce management across Contact Center operations, ensuring resource allocation and staffing strategies align with client and enterprise objectives.

AdvertisingE-CommerceMarketing

Responsibilities

Strategic Leadership & Innovation: Set the vision and strategy for workforce planning, leveraging Genesys Cloud and advanced analytics to anticipate business needs and deliver scalable solutions. Lead the Workforce Management team in developing and implementing best-in-class processes, reports, and tools that optimize contact center performance and client satisfaction. Serve as a thought leader and advisor to stakeholders on workforce trends, technology adoption, and operational excellence. Direct the deployment, integration, and ongoing enhancement of Genesys Cloud solutions for workforce management, including forecasting, scheduling, and real-time adherence. Champion the use of Genesys Cloud analytics and reporting to drive continuous improvement and innovation in workforce practices. Mentor, develop, and build a high performing workforce management team increasing their knowledge in Genesys Cloud capabilities, ensuring the organization remains at the forefront of contact center technology. Assess talent gaps and develop career pathways within the WFM function. Foster a culture of innovation, collaboration, and professional growth. 40%

Resource Management by Client & Company Requirements: Oversee resource allocation and staffing models tailored to individual client requirements and overall company objectives. Ensure that workforce plans are flexible and responsive to changing client needs, service level agreements, and business priorities. Collaborate with Operations and Client Managers to proactively manage volume fluctuations and deliver on contractual commitments. 20%

Reporting, Analysis & Performance Optimization: Oversee the creation and delivery of advanced forecasting, productivity, and performance reports for internal and external stakeholders. Analyze enterprise initiatives, industry trends, and operational data to identify opportunities for improvement and recommend strategic solutions. Ensure standardization and consistency of workforce management processes across all contact centers. 20%

System Administration & Process Improvement: Lead the administration and optimization of workforce management systems, including Genesys Cloud and related platforms. Drive process improvements, system upgrades, and the adoption of new technologies to enhance workforce management capabilities. Ensure compliance with internal controls, audits, and safety/security policies. Creation of complex datasets into actionable business processes. 20%

Qualification

Genesys CloudWorkforce ManagementData AnalysisForecastingResource OptimizationStakeholder ManagementContinuous ImprovementInnovationLeadershipCommunication

Required

High school diploma

Minimum 3 years' experience with Genesys and Genesys Cloud platforms in a contact center environment

At least 7 years' progressive experience in workforce planning, resource management, or contact center operations, with demonstrated leadership responsibility

Expert knowledge of Genesys Cloud workforce management modules and analytics with understanding of predictive models, AI based forecasting, and emerging WFM automation capabilities within Genesys and industry wide

Ability to understand P&L implications of staffing models, labor strategy, and contractual SLAs and in evaluating the financial impact of forecasting accuracy, overtime usage, shrinkage, and scheduling efficiency

Advanced skills in forecasting, scheduling, and resource optimization for multi-client environments

Strong leadership, communication, and stakeholder management skills

Proficiency in data analysis, reporting, and workforce management systems

Commitment to continuous improvement, innovation, and operational excellence

Skilled in leading cross functional change initiatives involving technology transitions and workflow redesign with the ability to simplify technical content for non-technical stakeholders

Knowledge of staffing and forecasting for voice, chat, email, messaging, back office queues, blended agents, and emerging digital channels

Understanding of how WFM platforms integrate with CRMs, HRIS, payroll, and telephony systems