Director of Workforce Management

Are you a strategic thinker who thrives on turning data into action? Do you excel at optimizing teams and processes to drive real results? We're looking for a dynamic Director of Workforce Management to lead the charge in shaping how we plan, staff, and deliver exceptional service across a 24/7 operation.

In this high-impact role, you’ll be at the heart of decision-making—forecasting future needs, analyzing performance, and aligning workforce strategies with business goals. You’ll work cross-functionally with operations, finance, and leadership, using cutting-edge tools and insights to drive efficiency, meet service levels, and influence company-wide outcomes.

This is more than a management role—it’s a leadership opportunity to transform operations, mentor a high-performing team, and contribute directly to the growth and success of a fast-moving organization.

If you're passionate about workforce optimization, thrive in fast-paced environments, and want to lead with purpose, we’d love to meet you.

Key Responsibilities:

• Develop and execute workforce strategies using advanced forecasting tools to meet SLAs and adapt to business needs.

• Collaborate with stakeholders to define staffing requirements across service modalities using data and trend analysis.

• Oversee regular performance reporting and drive continuous improvement initiatives.

• Provide strategic support to real-time management and operations teams to address challenges proactively.

• Design and refine forecasting and capacity planning processes, ensuring operational controls are followed.

• Partner with finance to assess the financial impact of workforce decisions and support annual budget planning.

• Analyze cost-per-minute data and adjust resources to optimize performance.

• Forecast staffing needs aligned with growth plans and operational demands.

• Evaluate and implement workforce management technologies; lead integration and training.

• Monitor performance metrics and recommend process improvements.

• Ensure accuracy and efficiency in workforce systems and workflows.

• Manage vendor relationships, optimize contracts, and ensure budget alignment.

• Lead and mentor a team to achieve department and organizational goals.

• Present staffing insights and recommendations to senior leadership and clients.

• Perform other duties as needed.

Qualifications:

• 7+ years of workforce management experience with a strong data and analytics background.

• Proven leadership and team management capabilities.

• Proficiency in WFM tools, Salesforce, and Microsoft Office.

• Strong analytical, strategic thinking, and problem-solving skills.

• Effective communication skills, with the ability to present complex data clearly.

• Experience in contact center or BPO environments preferred.

• Background in language services or healthcare is a plus.

• Strong organizational skills and ability to manage operations in a 24/7 environment.

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This job is Fully Remote.

We offer several comprehensive benefits package including health and life insurance, paid and unpaid time off, and retirement and savings plans to qualifying employees.

Download the Sparks Group mobile app from Apple App Store or Google Play.

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Sparks Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, pregnancy, citizenship, family status, genetic information, disability, or protect veteran status.