Director of Workforce Management

Summary

Join PartnerHero x Crescendo as their visionary Director of Workforce Management to lead a transformative function. This role requires architecting innovative WFM strategies for a hybrid AI-human workforce, optimizing performance across a vast customer portfolio, enhancing dynamic agent deployment, and driving technology-first solutions. Leverage traditional WFM expertise while building and leading a high-performing team. Champion data and analytics to drive operational excellence and collaborate across functions to align WFM strategies with business objectives. Manage organizational change and ensure smooth adoption of new practices. This is a remote position with flexible working arrangements.

Requirements

• 8+ years of progressive experience in Workforce Management, with at least 3-5 years in a leadership role, ideally within a fast-paced, high-growth environment
• Proven experience in a BPO or contact center environment with a strong grasp of traditional WFM principles and methodologies (forecasting, scheduling, real-time management, capacity planning, etc.)
• Demonstrated experience or strong conceptual understanding of managing hybrid (AI + human) workforces and/or highly complex, multi-skill, multi-channel operations
• A truly transformative mindset: You are not afraid to challenge the status quo, think outside the box, and pioneer entirely new approaches to complex problems
• Exceptional analytical and quantitative skills, with the ability to derive insights from complex data sets and translate them into actionable strategies
• Strong technical aptitude and experience working with WFM software, data visualization tools, juggling multiple CRMs (e.g., Zendesk, Gorgias, Hubspot, Salesforce), and an eagerness to embrace and drive new technology solutions
• Excellent leadership, communication, and interpersonal skills, with the ability to influence stakeholders at all levels and build strong collaborative relationships

Responsibilities

• Architect Transformative WFM Strategies: Lead the continuous evolution of our WFM philosophy, processes, and tools to support a highly dynamic, AI-human hybrid operational model
• Optimize Hybrid Workforce Performance: Develop sophisticated forecasting, scheduling, and real-time management strategies that effectively integrate and optimize the performance of both AI and human agents across a vast and varied customer portfolio
• Enhance Dynamic Agent Deployment: Design and implement innovative methodologies for multi-customer, multi-skill agent scheduling and real-time reassignment, ensuring seamless transitions, optimal utilization, and consistent service levels
• Drive Technology-First Solutions: Define requirements for and implement next-generation automation tools, and predictive analytics that support our unique operational needs
• Leverage Traditional WFM Expertise: Apply your deep understanding of traditional WFM principles (e.g., Erlang C, shrinkage, occupancy, queue management) to inform and enhance transformative approaches. You’ll oversee both traditional and transformative WFM models
• Build & Lead a High-Performing Team: Mentor, upskill, and inspire a global department of WFM managers, analysts, and specialists, fostering a culture of innovation, continuous improvement, and data-driven decision-making
• Champion Data & Analytics: Establish robust reporting and analytics frameworks to monitor key performance indicators (KPIs), identify trends, predict future needs, and provide actionable insights to drive operational excellence
• Collaborate Across Functions: Work cross-functionally with Operations, Product, Sales, and Customer Success teams to align WFM strategies with business objectives and Partner needs
• Manage Change & Adoption: Lead the organization through significant changes in WFM practices, ensuring smooth adoption and buy-in from all stakeholders

Preferred Qualifications

• Experience in a company undergoing a transformation is a significant plus
• Bachelor's degree in Business, Operations Management, Data Science, or a related field is a plus

Benefits

• Flexible working arrangements
• Competitive Base Salary
• Generous paid vacation
• Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• Competitive retirement benefits
• Access to free posture-based fitness workouts from home paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development