Associate Director, Delivery Insights, Workforce Optimization

Role Overview

• Lead the Delivery Insights, Reporting, and Workforce Management functions to support operational performance, workforce effectiveness, and business decision-making across Service Delivery
• Develop and deliver executive-level performance insights, reporting, and analysis that identify trends, risks, opportunities, and actionable recommendations to support operational and client success
• Monitor operational metrics, including service level performance, quality results, productivity, staffing, attendance, adherence, occupancy, shrinkage, utilization, and client-specific KPIs
• Lead workforce management activities, including forecasting, capacity planning, scheduling, real-time management, and workforce governance to ensure alignment with operational, client, and financial objectives
• Lead reporting governance by establishing standardized reporting methodologies, dashboards, data quality controls, and reporting processes that support accurate and actionable business intelligence
• Partner with cross-functional stakeholders to improve data quality, reporting automation, system adoption, reporting efficiency, and business visibility
• Establish processes to identify, communicate, track, and resolve operational risks through trend analysis, root cause investigations, accountability frameworks, and performance improvement initiatives
• Provide recommendations that support operational improvements, workforce effectiveness, client retention, customer experience initiatives, and business performance objectives
• Lead the reporting and insights cadence for Service Delivery, including weekly, monthly, quarterly, and ad hoc business reviews
• Collaborate with Service Delivery, Workforce Management, Quality Assurance, Client Services, Finance, Human Resources, Technology, and other stakeholders to align operational priorities and business objectives
• Promote a culture of data-driven decision-making, operational accountability, and continuous improvement across the organization
• Lead, coach, and develop leaders and team members while establishing performance expectations, accountability standards, and organizational capabilities in workforce optimization, analytics, reporting, and operational consulting
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs
• Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules
• Collaborate with other departments as needed
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
• Perform other duties as assigned.

Requirements

• Bachelor’s degree in Business Administration, Operations Management, Analytics, Statistics, Finance, Information Systems, or a related field preferred
• Minimum of ten (10) years of progressive leadership experience in BPO operations, customer experience outsourcing, workforce management, operational analytics, reporting, service delivery, or a related field
• Experience leading Workforce Management, Reporting, Analytics, Delivery Insights, Operations, or other cross-functional operational support teams
• Proven experience supporting large-scale operations across multiple programs, clients, business units, or geographic locations
• Strong knowledge of workforce management principles, including forecasting, capacity planning, scheduling, real-time management, adherence, occupancy, and shrinkage management
• Experience developing executive reporting, dashboards, scorecards, performance frameworks, and analytics that support operational decision-making and business performance
• Strong understanding of operational performance metrics, customer experience KPIs, quality measures, workforce indicators, and service delivery best practices
• Experience leading root cause analysis, performance improvement initiatives, operational reviews, and business optimization efforts
• Knowledge of operational excellence methodologies such as COPC, Lean Six Sigma, or similar frameworks preferred
• Strong analytical, problem-solving, and strategic decision-making skills with the ability to translate data into actionable business recommendations
• Exceptional communication, presentation, stakeholder management, and executive influencing skills
• Experience leading managers, senior managers, or other people leaders in a complex operational environment
• Strong organizational and project management skills with the ability to manage multiple priorities and deadlines in a fast-paced environment
• Experience utilizing workforce management platforms, reporting tools, business intelligence solutions, CRM systems, and operational technologies
• Ability to build strong partnerships across operations, client services, workforce management, quality assurance, finance, technology, and executive leadership teams
• Commitment to operational excellence, accountability, continuous improvement, and data-driven decision-making.

Benefits

• Competitive compensation
• Health insurance
• Retirement Savings Program with Company Matching
• Life Insurance
• HMO on day 1
• Paid time off, birthday leave
• Bonus and incentive plans
• Opportunities for skills training and personal and professional development
• Employee Referral Program
• Beautiful office space (for onsite employees)
• Free lunch provided daily (for onsite employees)