Director, Workforce Management

At Ubiquity, we live and breathe our mantra: Head, Heart, Hustle. This isn't just a philosophy—it's the foundation of who we are and what we do. As a Director for Workforce Management, you'll embody this mantra every day, delivering exceptional service with expertise, empathy, and a drive to succeed.

What You'll Do:

The Director or Associate Director of Workforce Management – Delivery Operations is a senior leadership role responsible for driving consistent, high-quality WFM execution across multiple clients, programs, sites, and geographies.

• Own WFM performance across assigned clients/programs; ensure staffing plans, schedules, intraday execution, service levels, occupancy, shrinkage, utilization and other WFM KPIs are effectively managed. Identify gaps and drive corrective actions.
• Manage competing WFM priorities across multiple clients, programs, sites and/or geographies. Ensure each account receives appropriate WFM support while balancing resources across the portfolio.
• Serve as the senior WFM point of contact for assigned accounts. Partner with Operations and client stakeholders on staffing, capacity, performance, risks and recommendations. Participate in business reviews and manage WFM-related escalations.
• Understand how WFM decisions affect revenue, labor cost, overtime, productivity and gross margin. Partner with Operations and Finance to identify opportunities to improve workforce efficiency while protecting client commitments.
• Lead and develop WFM Sr. Managers. Establish clear accountability, coach leaders, manage performance, build succession plans and strengthen WFM capability across the portfolio.
  
  

What We're Looking For:

• 8+ years of progressive Workforce Management experience, preferably within BPO, contact center, customer experience, or other high-volume service environments.

• 3–5+ years of WFM leadership experience, with demonstrated responsibility for managing managers, supervisors, or senior WFM professionals.

• Proven experience managing multiple clients, programs, business units, or sites simultaneously.

• Experience supporting WFM operations across multiple locations, countries, or geographies strongly preferred.

• Strong functional knowledge of the complete WFM lifecycle, including forecasting, capacity planning, staffing, scheduling, real-time management, shrinkage, occupancy, utilization, and service-level management.

• Demonstrated experience translating forecasts and capacity requirements into executable staffing and scheduling strategies.

• Strong understanding of contact center performance metrics, including SLA, ASA, abandonment, AHT, occupancy, utilization, schedule adherence, shrinkage, forecast accuracy, and staffing efficiency.

• Experience identifying staffing and capacity risks and developing appropriate recovery or mitigation plans.

• Strong client-facing experience, including participation in operational reviews, business reviews, capacity discussions, and WFM-related escalations.

• Demonstrated ability to partner effectively with Operations, Finance, Talent Acquisition, HR, Training, Technology, and other cross-functional stakeholders.

• Experience leading and developing WFM Managers, Supervisors, Planners, Schedulers, Analysts, and/or Real-Time teams.

• Experience with enterprise Workforce Management platforms and contact center technologies; experience with tools such as NICE, Verint, Genesys, Five9, or similar platforms is preferred.

• Strong proficiency in Excel and experience working with reporting, visualization, or business intelligence platforms.

• Excellent written and verbal communication skills, with the ability to present complex WFM concepts to senior Operations leaders, clients, and executives.
  
  

Qualifications Education

Bachelor's degree in Business Administration, Operations Management, or related field, but not required.

Skills/Knowledge/Abilities

• Can simplify complex WFM issues into risks, impacts, options, and recommendations.
• Ability to manage multiple clients and priorities without losing visibility of individual account performance.
• Develops leaders and creates accountability rather than personally managing every issue.
• Looks beyond immediate staffing issues to identify systemic problems and longer-term solutions.
• Can effectively operate across different clients, cultures, geographies, time zones, and operating models.
  
  

Why Join Us

Head: Access to career development programs that help you grow professionally and personally.

Heart: Be part of a people-first culture that values your contributions and supports your aspirations.

Hustle: Thrive in a dynamic, fast-paced environment where your hard work and dedication are celebrated.

At Ubiquity, we're more than a workplace—we're a community that's invested in your success. If you're ready to make an impact and grow with us, apply now and experience how we bring Head, Heart, and Hustle to life every day.

Apply today and start your journey with Ubiquity