Director, Workforce Management
Hybrid · Atlanta, Georgia, United States
Job Summary
Director of Workforce Management and Quality Assurance responsible for defining and leading Safe-Guard’s integrated WFM and QA capability. Own budgeting, capacity planning, forecasting, scheduling, intraday management, real-time adherence, and analytics; design and implement QA programs, calibration, scorecards, and coaching loops; modernize QA with speech/text analytics and AI-assisted evaluation; embed AI across WFM and QA for forecasting and agent coaching; build analytics foundations, partner with Finance on budgets and unit economics; manage two teams (WFM and QA); drive transformation and change management; ensure executive-level storytelling and stakeholder alignment; leverage CCaaS platforms for real-time data and omnichannel routing; require Bachelor’s degree and 8+ years analytics with 4+ years leadership; hybrid work arrangement in Atlanta, GA.
Required Qualifications
- Bachelor’s degree in Business, Operations, Industrial Engineering, Statistics, Economics, Analytics, Finance, or a related quantitative field; advanced degree a plus.
Additional Requirements
- Must be authorized to work in the U.S.
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