Director, Workforce Management

About the Role

The Director of Workforce Management is a newly created senior role on the PSC Operations SVP's leadership team, built to establish dedicated WFM ownership at a critical inflection point. The Director will own end-to-end WFM strategy — forecasting, on/offshore capacity, real-time analytics, and tooling — and must be equally comfortable at the executive table and in the operational weeds, influencing across functions without direct authority.

What You'll Do:

• Own the comprehensive WFM strategy across Customer Service, Application Verifications, Servicing & Collections, Fraud Operations, and QA/QI — spanning forecasting, capacity planning, RTA, schedule optimization, and technology roadmap
• Lead the transition to a hybrid on/offshore operating model, managing capacity allocation between onshore staff and BPO partner to optimize service levels and cost
• Serve as the enterprise authority on capacity decisions, providing cross-functional neutrality and executive-level visibility into workforce performance and staffing risk
• Define and drive the WFM automation roadmap — queue monitoring, agent skilling, overflow strategy, and system integration — championing the shift from manual to automated, scalable processes
• Partner with PSC Technology, Ops Product, and Analytics to ensure tooling integrations, forecasting models, and dashboards are stable, current, and actionable for leadership
• Present WFM performance data and strategic recommendations to the SVP and senior leadership team
• Lead and develop the WFM team, establishing clear expectations, coaching structures, and a proactive, data-driven culture
• Define clear scope boundaries between WFM and adjacent teams to ensure focused accountability

What We Look For:

• 8+ years in Workforce Management, with 3+ years in a senior leadership role in a multi-channel contact center
• Experience managing hybrid on/offshore WFM models and BPO partner relationships
• Proficiency with WFM platforms including automation, queue management, agent skilling, and system integrations
• Strong analytical skills — SQL, Tableau, DBvisualizer, or equivalent; able to self-service data independently
• Proven cross-functional influencer with a track record of measurable WFM performance improvement (SLA, occupancy, absence, cost)
• Executive presence and communication skills; experience building or significantly maturing a WFM function

Nice to Have: 

• Bachelor's degree in Business, Operations, Data Analytics, or equivalent experience
• Background in fintech, financial services, or a high-growth startup environment
• Experience leading WFM through a contact center model transition (single-site to multi-site or onshore to hybrid BPO)