other
Posted 3 hours agoDirector, Workforce Management
at Upgraded
Phoenix, United StatesHybrid
Responsibilities
- Own the comprehensive WFM strategy across Customer Service, Application Verifications, Servicing & Collections, Fraud Operations, and QA/QI — spanning forecasting, capacity planning, RTA, schedule optimization, and technology roadmap
- Lead the transition to a hybrid on/offshore operating model, managing capacity allocation between onshore staff and BPO partner to optimize service levels and cost
- Define and drive the WFM automation roadmap — queue monitoring, agent skilling, overflow strategy, and system integration — championing the shift from manual to automated, scalable processes
- Present WFM performance data and strategic recommendations to the SVP and senior leadership team
- Lead and develop the WFM team, establishing clear expectations, coaching structures, and a proactive, data-driven culture
- Define clear scope boundaries between WFM and adjacent teams to ensure focused accountability What We Look For:
Requirements
- Experience managing hybrid on/offshore WFM models and BPO partner relationships
- Proficiency with WFM platforms including automation, queue management, agent skilling, and system integrations
- Strong analytical skills — SQL, Tableau, DBvisualizer, or equivalent; able to self-service data independently
- Proven cross-functional influencer with a track record of measurable WFM performance improvement (SLA, occupancy, absence, cost)
- Bachelor's degree in Business, Operations, Data Analytics, or equivalent experience
- Background in fintech, financial services, or a high-growth startup environment •
- Experience leading WFM through a contact center model transition (single-site to multi-site or onshore to hybrid BPO)
- English is required for all positions, as it involves interacting with staff at Upgrade's offices worldwide.
Experience
- 8+ years in Workforce Management, with 3+ years in a senior leadership role in a multi-channel contact center •