Director of Workforce Management

Renuity is seeking a Director of Workforce Management to join our team here in Charlotte. The Director of Workforce Management is responsible for developing and overseeing workforce planning strategies to optimize staffing, scheduling, and dialer/operational efficiency. This role will be responsible for managing our current Five9 dialer system, developing our enterprise dialing strategy, creating an SOP for how each call center should be using our technology, ensure that resources align with business goals, enhance agent productivity, create staffing forecast by division, be the go-to person for all dialer/tech related issues and work closely with our Five9 TAM. The Director will lead a team of workforce managers and collaborate with Call Center Directors and Center of Excellence. This role requires proven leadership experience in managing workforce management teams, expertise in call center dialer monitoring, proficiency in call center technology and data management, and exceptional communication and analytical skills. 

What You’ll Do: 

• Dialer Management and Improvement: 

• Lead the management of our current Five9 dialer system and implementation of workforce tools and systems. 

• Identify and drive process improvements to enhance workforce efficiency. 

• Manage and develop dialer strategy across all divisions. 

• Coordinate with Call Center Directors to ensure queue monitoring strategies are in place. 

• Stay updated on industry trends and best practices in workforce management. 

• Performance Analysis & Reporting: 

• Track and analyze key workforce metrics (contact rate, productivity, agent utilization, absenteeism, and scheduling). 

• Generate reports and provide insights into leadership on workforce performance and optimization opportunities. 

• Workforce Strategy & Planning: 

• Develop and implement workforce management strategies to support business objectives. 

• Forecast staffing needs based on historical data, business trends, and operational requirements 

• Collaborate with Call Center Director to ensure workforce plans align with talent acquisition and retention strategies. 

• Design and implement scheduling models to maximize efficiency while maintaining service levels. 

• Analyze staffing trends and make data-driven recommendations for improvements. 

• Lead a team of Workforce Manager and develop/implement strategies for success for each call center. 

What We’re Looking For: 

• Bachelor's degree in Business, Human Resources, Operations Management, or a related field. 

• Proficiency in dialer management software (e.g., Five9, Nextiva, RingCentral). 

• 7+ years of experience in workforce management, labor planning, or operations leadership. 

• Strong analytical and problem-solving skills with experience in data-driven decision-making. 

• Proficiency in workforce management software (e.g., Kronos, Workforce Now, NICE). 

• Excellent communication and leadership skills with the ability to work cross-functionally. 

• Experience in industries such as healthcare, call centers, retail, or manufacturing. 

• Certification in Workforce Management preferred (CWFM, WFM Certification). 

• Strong background in business intelligence and reporting tools. 

What We Offer:

• Full benefits package including health, vision, dental and 401k match up to 6%

• PTO and holidays 

• Career Advancement 

Benefits:

Insurance: Medical insurance (PPO plans), vision insurance, dental insurance, voluntary life insurance, and disability insurance (STD, LTD), Accident Insurance, Critical Illness Insurance, Hospital Indemnity Insurance. Healthcare Flex Spending Account, Dependent Care Flex Spending Account 

Paid Holidays & Retirement Plans: 401k Matching

Renuity and its affiliates are committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact Humanresources@renuityhome.com. 

If you have a question regarding your application, please contact TA@renuityhome.com

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