Dir Workforce Planning & Resource Management

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%

Qualifications :

EDUCATION

• High school diploma
• Bachelors 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

• Travel as requested

Additional Information :

Salary range: $124000-$144000

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 dont just accept differences - we celebrate them we support them and we thrive on them for the benefit of our employees our clients and our  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 . EEO is the law. To review your rights under Equal Employment Opportunity please visit:  Work :

Yes

Employment Type :

Full-time