Director of Workforce Management

Work At Home
Immediate

Job Description

Grow with a company that is passionate about helping you maximize your full potential! Become a part of transforming customer and client experience by utilizing our innovative work from home technology. At BroadPath, we believe in assuming the highest intention for others; our employees are empowered through their voices. BroadPath is hiring a Director of Workforce Management that will be responsible for building, managing, and owning workforce management strategy, processes, development, and execution of high customer service levels while ensuring efficient utilization of resources. This Individual will align with BroadPath objectives and at the same time is flexible enough to adjust according to the ever-changing environment.

Responsibilities

Director of Workforce Management will focus on long-term operations capacity planning, processes, and tool development to optimize our staffing strategy. This leader will work with various cross-functional teams – Operations, Implementation, Recruitment, Training, Quality to ensure that manpower planning and staffing strategies are aligned to overall BroadPath objectives. Also, responsible for achieving compliance to WFM operating procedures. The role requires hands on leadership and is responsible for scaling the data function in a virtual environment. Responsibilities provide strategic leadership to standardize reporting capabilities, processes, and resources across the enterprise leveraging data, tools and capabilities of various core application systems in order to effectively balance user needs with costs and service levels.

Establish and facilitate enterprise-wide data governance processes that enable clear and consistent data definitions, clear stewardship processes for maintenance of data, and impact analysis capabilities to effectively mitigate reporting impacts.

 

Basic Qualifications

  • Fifteen or more years of related experience
  • Ten or more years in a supervisory or management capacity included
  • Experience working with past and present company business environment
  • Experience working with concepts, practices, and procedures in areas of responsibility
  • Experience working with management implications of various forms of financial data

Other Qualifications
  • Strong communication skills needed to interface with high-level customer representatives
  • Strong strategic management and planning skills
  • Ability to publicly represent company with internal and external clients
  • Ability to use own judgment and initiative in problem resolution