Job Details

A company is looking for a Director of Workforce Engagement Management (WEM).Key ResponsibilitiesLead the transition to a unified Omnichannel workforce modelDefine and implement strategies for workforce planning and routing across multiple channelsDrive improvements in workforce efficiency and service performance metricsRequired QualificationsBachelor's degree in Business, Operations, Analytics, or related field preferred8+ years of experience in Workforce Management or Workforce EngagementProven leadership in Omnichannel transformation within complex service environmentsExperience with WEM platforms and implementing AI in service operationsStrong analytical and financial acumen to drive productivity and efficiency