Director, Workforce Engagement Management

Role Overview

• Lead the migration from siloed channel operations to a blended, skill-based Omnichannel workforce model
• Define and implement universal queue and routing strategies across voice, chat, email, and digital channels
• Align workforce structures to support end-to-end traveler journeys vs. channel-specific handling
• Partner with Technology to embed WEM capabilities into CCaaS (Contact Center as a Service)
• Integrate AI-driven capabilities including: Intelligent forecasting and capacity planning, Automated scheduling and intraday optimization, Real-time agent assist and copilots, Chatbots and virtual agents for demand deflection
• Drive adoption of predictive and prescriptive analytics to improve decision-making
• Establish governance for human + AI blended workforce models
• Own global workforce planning across regions (NA, offshore, global expansion)
• Optimize: Headcount models and staffing ratios, shrinkage and occupancy, cost-to-serve by channel and customer segment
• Build scalable models to support offshoring and BPO integration without service degradation
• Establish productivity standards across channels (e.g., transactions per hour, blended utilization)
• Drive improvements in metrics: agent efficiency, revenue per booking/transaction, first contact resolution, customer satisfaction
• Implement real-time performance management frameworks with actionable insights
• Redesign the agent experience for Omnichannel delivery: Unified desktop experience, Simplified workflows, AI-assisted guidance
• Lead engagement strategies that improve: retention, training effectiveness, multi-skill enablement
• Build executive-level reporting across: Workforce efficiency, Service performance (SLA, ASA, response times), Financial outcomes (cost, revenue yield)
• Deliver actionable insights linking workforce decisions to client experience and profitability
• Establish global governance standards for WEM practices

Requirements

• Bachelor’s degree in Business, Operations, Analytics, or related field preferred
• 8+ years of experience in Workforce Management / Workforce Engagement
• Experience leading global or multi-region teams, including offshore delivery models
• Proven leadership in Omnichannel transformation within complex service environments
• Expertise with WEM platforms: Contact Center as a Service (CCAS)
• Experience implementing AI and automation on contact center or service operations
• Advanced proficiency in Microsoft Office Suite and workforce analytics tools, leveraging data to generate insights, inform capacity planning, and communicate performance at an executive level
• Strong analytical and financial acumen, with the ability to translate workforce data (forecasting, utilization, cost-to-serve) into actionable strategies that drive productivity and efficiency
• Proven ability to synthesize complex, multi-channel operational data and make timely, high-impact decisions in a dynamic, AI-enabled environment
• Exceptional attention to detail with a systems mindset, ensuring data integrity, forecasting accuracy, and alignment across Omnichannel workforce models
• High level of ownership and accountability, with a track record of delivering measurable outcomes in fast-paced, transformation-driven service operations.

Benefits

• Company Paid Basic Life & AD&D Insurance
• Company Paid Short-Term Disability
• Voluntary Long-Term Disability Insurance
• Robust Wellness Program with incentives available to save money on your medical insurance premiums.
• Supplemental Life; Accident; Cancer; Critical Illness; Identity Theft Protection and Legal Coverage
• Three medical plan offerings including a High Deductible Health Plan, HMO plan (available in select states) and a Co-Pay medical plan.
• Health Savings Account (HSA) with company core contribution and match, on a per pay period basis if enrolled in the HDHP medical plan.
• Flexible Spending Accounts
• Dependent Care Savings Account.
• Dental Insurance Plan
• Vision Insurance Plan
• 9 Company Paid Holidays including the day after Thanksgiving.
• Generous paid time off programs for vacation and sick days
• Employee Assistance Plan with access to Talk Space Therapy
• Family Medical Leave
• Paid Parental Leave (4 weeks)
• Maternity benefits utilizing company paid STD, plus Parental Leave (4 weeks) to provide time for recovery, baby bonding, and enjoying your family time.
• Bereavement Leave
• 401(k) Retirement Plan with a generous match per pay period
• Student Loan Payment Match