JOB SUMMARY
The Director, Workforce Planning & Resource Management is a senior leader responsible for the strategic direction, oversight, and continuous improvement of workforce management across all Contact Center operations. This role drives the adoption and optimization of Genesys Cloud solutions, ensuring that resource allocation, forecasting, and staffing strategies align with both client-specific and enterprise-wide objectives. The Director partners with contact center leadership, clients, and cross-functional teams to deliver innovative, data-driven workforce solutions that maximize service quality, operational efficiency, and business outcomes.
KEY DUTIES/RESPONSIBILITIES
- Strategic Leadership & Innovation: Set the vision and strategy for workforce planning, leveraging Genesys Cloud and advanced analytics to anticipate business needs and deliver scalable solutions. Lead the Workforce Management team in developing and implementing best-in-class processes, reports, and tools that optimize contact center performance and client satisfaction. Serve as a thought leader and advisor to stakeholders on workforce trends, technology adoption, and operational excellence. Direct the deployment, integration, and ongoing enhancement of Genesys Cloud solutions for workforce management, including forecasting, scheduling, and real-time adherence. Champion the use of Genesys Cloud analytics and reporting to drive continuous improvement and innovation in workforce practices. Mentor, develop, and build a high performing workforce management team increasing their knowledge in Genesys Cloud capabilities, ensuring the organization remains at the forefront of contact center technology. Assess talent gaps and develop career pathways within the WFM function. Foster a culture of innovation, collaboration, and professional growth. 40%
- Resource Management by Client & Company Requirements: Oversee resource allocation and staffing models tailored to individual client requirements and overall company objectives. Ensure that workforce plans are flexible and responsive to changing client needs, service level agreements, and business priorities. Collaborate with Operations and Client Managers to proactively manage volume fluctuations and deliver on contractual commitments. 20%
- Reporting, Analysis & Performance Optimization: Oversee the creation and delivery of advanced forecasting, productivity, and performance reports for internal and external stakeholders. Analyze enterprise initiatives, industry trends, and operational data to identify opportunities for improvement and recommend strategic solutions. Ensure standardization and consistency of workforce management processes across all contact centers. 20%
- System Administration & Process Improvement: Lead the administration and optimization of workforce management systems, including Genesys Cloud and related platforms. Drive process improvements, system upgrades, and the adoption of new technologies to enhance workforce management capabilities. Ensure compliance with internal controls, audits, and safety/security policies. Creation of complex datasets into actionable business processes. 20%
EDUCATION
- High school diploma
- Bachelor's degree preferred
EXPERIENCE
- Minimum 3 years’ experience with Genesys and Genesys Cloud platforms in a contact center environment (required).
- At least 7 years’ progressive experience in workforce planning, resource management, or contact center operations, with demonstrated leadership responsibility.
KNOWLEDGE/SKILLS/ABILITIES
- Expert knowledge of Genesys Cloud workforce management modules and analytics with understanding of predictive models, AI based forecasting, and emerging WFM automation capabilities within Genesys and industry wide.
- Ability to understand P&L implications of staffing models, labor strategy, and contractual SLAs and in evaluating the financial impact of forecasting accuracy, overtime usage, shrinkage, and scheduling efficiency.
- Advanced skills in forecasting, scheduling, and resource optimization for multi-client environments.
- Strong leadership, communication, and stakeholder management skills.
- Proficiency in data analysis, reporting, and workforce management systems.
- Commitment to continuous improvement, innovation, and operational excellence.
- Skilled in leading cross functional change initiatives involving technology transitions and workflow redesign with the ability to simplify technical content for non-technical stakeholders
- Knowledge of staffing and forecasting for voice, chat, email, messaging, back office queues, blended agents, and emerging digital channels.
- Understanding of how WFM platforms integrate with CRMs, HRIS, payroll, and telephony systems.
OTHER
Salary range: $124,000-$144,000
Applications will be accepted through March 1, 2026, after which the posting will be closed and no longer available for submissions.
The ultimate compensation offered for the position will depend upon several factors such as skill level, cost of living, experience, and responsibilities
Vericast offers a generous total rewards benefits package that includes medical, dental and vision coverage, 401K and generous PTO allowance. A wide variety of additional benefits like life insurance, employee assistance and pet insurance are also available, not to mention smart and friendly coworkers!
At Vericast, we don’t just accept differences - we celebrate them, we support them, and we thrive on them for the benefit of our employees, our clients, and our community. As an Equal Opportunity employer, Vericast considers applicants for all positions without regard to race, color, creed, religion, national origin or ancestry, sex, sexual orientation, gender identity, age, disability, genetic information, veteran status, or any other classifications protected by law. Applicants who have disabilities may request that accommodations be made in order to complete the selection process by contacting our Talent Acquisition team at [email protected]. EEO is the law. To review your rights under Equal Employment Opportunity please visit: www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf
