Director, Workforce Management, Customer Experience & Quality

EVERSANA is a life sciences commercialization services company supporting healthcare and patient-focused organizations. The Director will lead Workforce Management, Quality Management, and Operations Training functions, overseeing staffing models, forecasting, capacity planning, quality programs, training curricula, reporting, and team development across a multi-site, multi-channel operation.

Responsibilities:

• Lead and oversee the Workforce Management, Quality Management, and Operations Training functions, providing strategic direction and functional leadership to contributors within each discipline
• Design, build, and continuously refine staffing models, forecasts, and capacity plans for both call center/phone operations and non-phone/back-office operations functions to ensure appropriate coverage across all lines of business
• Serve as the organization's subject matter expert on the NICE contact center and workforce management platform (NICE CXone, NICE WFM), directing configuration, administration, and ongoing optimization to support forecasting, scheduling, and real-time management
• Serve as a key stakeholder leader in the organization's relationship with NICE as a strategic platform vendor, partnering with Operations and IT to guide system upgrades, integrations, and rollout of new features that scale the platform to meet the needs of a multi-site, multi-channel operation
• Partner with Operations and Client Services leadership to develop long-range workforce plans that support new business implementations, client growth, and RFP responses
• Establish and govern real-time management practices, ensuring workforce optimization adjustments are made based on volume, activity, and service level performance across all channels
• Oversee the development and administration of quality monitoring programs, scorecards, calibration sessions, and quality-related coaching to ensure consistent, high-quality service delivery
• Direct the design and delivery of new-hire and ongoing training curricula for operations staff, ensuring programs align with evolving business needs and quality standards
• Analyze workforce, quality, and training trends across sites and channels; proactively communicate findings to senior leadership and implement corrective action plans as needed
• Develop and present executive-level reporting and dashboards covering workforce, quality, and training performance metrics for internal and external (client) stakeholders
• Identify and implement process improvements, best practices, and standardized policies for the Workforce Management, Quality, and Training functions across all sites
• Lead, mentor, and develop a team of individual contributors across Workforce Management, Quality, and Training, fostering a culture of accountability, collaboration, and continuous improvement
• Partner cross-functionally with HR, IT, and Operations leadership on the tools, technology, and systems supporting workforce management, quality, and training (e.g., WFM platforms, quality monitoring systems, learning management systems)
• Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias
• All other duties as assigned
• Responsible for and oversee their respective departments
• Interview, select and supervise the activities of the department staff; communicate interpret and discuss with team the company policies and procedures
• Determine job objectives, work methods and performance standards; review performance relative to departmental objectives discussion appraisal with each employee and performance; authorize and communicate salary changes, promotions, transfers, discipline, and discharge and administer all other personnel actions

Requirements:

• • Education: Bachelor's degree in business, operations management, or related field required; Master's degree preferred, or equivalent experience
• • Experience and/or Training: Minimum 8+ years of progressive experience in workforce management, with direct leadership experience across Workforce Management, Quality, and/or Training functions within a multi-site, multi-channel operations environment; prior experience in a BPO, outsourced services, or other B2B operations organization strongly preferred; demonstrated experience building staffing models for both call center/phone and non-phone/back-office functions; prior experience managing managers
• • Technology/Equipment: Background with NICE contact center, workforce management platforms and quality monitoring systems
• Remote/Home Office: While performing the essential functions of this job in a remote/home office setting, the employee is frequently required to sit for long periods of time (up to 90% of the shift), talk and hear, and use a computer keyboard and monitor; occasionally required to lift and/or move up to 25 pounds. The employee must maintain a reliable, distraction-free home office environment with sufficient internet connectivity to support video calls and business systems. The noise level in the work environment is usually moderately quiet, with frequent interruptions and multiple demands
• • Expert in Microsoft Excel, proficient in other Microsoft Office applications. Prior experience in a healthcare, life sciences, or pharma services environment a plus
• • Advanced knowledge of forecasting, scheduling, and statistical modeling techniques across multiple channels and skill types
• • Strong understanding of quality monitoring frameworks, quality scorecards, and calibration processes
• • Experience designing and overseeing training curricula, onboarding programs, and ongoing skills development for operations staff
• • Demonstrated ability to lead through other managers (leading leaders), building high-performing teams across Workforce Management, Quality, and Training disciplines