Director, Workforce Management
Director, Workforce Management
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Job Description
Aura is on a mission to create a safer internet. In a world where our lives are increasingly online Auras categorydefining suite of intelligent digital safety products help millions of customers protect themselves against digital threats and that number is growing rapidly. This is an exciting phase at Aura and our team of over 400 people worldwide is guided by a leadership slate thats successfully grown startups into multibillion dollar organizations.
Come build with us!
About the role:
We are a fastpaced highgrowth company looking for an innovative and experienced Director of Workforce Management (WFM). Reporting to the Chief Customer Officer this is an important leadership role responsible for leading the strategic planning implementation and execution of all workforce management functions for a 200person support operation that includes both inhouse and outsourced teams. This role ensures the organization meets service level agreements (SLAs) operates efficiently and achieves strategic and operational goals with a focus on delivering an outstanding customer experience.
Day to Day:
- Develop and implement workforce management strategies to ensure optimal staffing levels across multiple channels (voice chat email tickets etc).
- Oversee capacity planning to align staffing needs with business objectives and customer demand partnering effectively with business leaders and finance to ensure accurate forecasting and budgeting.
- Lead a WFM team of 45 people covering scheduling real time management and WFM systems administration.
- Oversee the management of our telephony and workforce management systems managing vendor relationships and ensuring optimal implementation to align with operational objectives.
- Partner closely with other CX leaders to ensure alignment between operations processes and procedures and workforce management objectives.
- Leverage data analytics and workforce tools to enhance reporting drive operational improvements and increase efficiency.
- Collaborate with other stakeholders to identify opportunities to innovate and improve support delivery with the latest customer support technologies.
- Develop and manage key performance indicators (KPIs) related to workforce management including forecasting accuracy occupancy shrinkage and adherence.
- Present reports and insights to senior leadership providing recommendations for improving contact center efficiency and customer experience.
What you bring to the table:
- 7 years of experience in workforce management within a contact center environment with at least 4 years in a leadership role.
- Expertise in WFM software (e.g. Verint NICE Aspect or similar) and telephony systems (e.g. Five9 RingCentral Genesys or similar)
- Strong analytical skills with experience in forecasting capacity planning scheduling and realtime management.
- Proven ability to collaborate with operations leaders to drive innovation process optimization and improved customer experience.
- Excellent leadership coaching and team development abilities.
- Ability to work in a fastpaced dynamic environment and drive continuous improvement.
- Experience with automation and AIdriven workforce optimization is a plus.
Aura is committed to offering a generous package to support our employees in all aspects of their life in and out of work. Our packages offer competitive pay generous health and wellness benefits retirement savings plans parental leave and much more! Pay range for this position is $112000$160000 but may vary depending on jobrelated knowledge skills experience and location.
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Aura is proud to be an equal employment workplace. All qualified applicants will be considered for employment without regard to and will not be discriminated against based on race color ancestry national origin religion age sex gender marital status sexual orientation gender identity disability status veteran status or any protected category. Beyond equal employment opportunity Aura is committed to being an inclusive community where all feel welcome.
Aura is dedicated to providing an accessible environment for all candidates during the application process and for employees during their employment. If you need accessibility assistance and/or a reasonable accommodation due to a disability please let your Talent Acquisition Partner know.
Important privacy information for United States based job applicants can be found here.
Required Experience:
Director
Employment Type
Full Time
