Director of Workforce Management

  • Location: Phoenix, Arizona
  • Type: Permanent
  • Job #1559796

Lucas Group has partnered with a growing technology services company with a focus on customer service and call center outsourcing located in Phoenix, AZ to identify and hire a Director of Workforce Management.

COMPANY
Our client has been servicing customers as a go to outsourced customers service solution for more than 25 years. Over the last 3 years they have more than tripled in size in revenue, headcount and total customers. They have built a proven model that allows a small business to improve its brand and increase sales by never missing a call at a fraction of the cost of a full time employee. They have acquired 2 competitors recently and have a roadmap to triple in size again over the next 5 years. With this growth they are hiring a Director of Workforce Management.

POSITION SUMMARY
As the Director of Workforce Management you own the day to day workforce operations, including demand forecasting, headcount scheduling, utilization metrics and overall operational efficiencies. Leading a small team you will partner with the Director of Operations for each center to ensure accuracy around all areas of planning and forecasting. There are about 200 agents on the phone across 4 centers but the company is growing rapidly and expects that number to double over the next 12-24 months.

SKILLS/REQUIREMENTS

  • 5+ years of relevant workforce management experience
  • 5+ years of demand forecasting experience within a call center environment.
  • 2+ years of leadership experience.
  • BA preferred but work experience is sufficient

COMPENSATION/BENEFITS

  • Base Salary + Bonus
  • Insurance – medical, dental, vision, life.