Director of Workforce Management

Job Overview

Taking care of people is at the heart of everything we do, and we start by taking care of you, our valued colleague. A career at Sedgwick means experiencing our culture of caring. It means having flexibility and time for all the things that are important to you. It’s an opportunity to do something meaningful, each and every day. It’s having support for your mental, physical, financial and professional needs. It means sharpening your skills and growing your career. And it means working in an environment that celebrates diversity and is fair and inclusive. 

A career at Sedgwick is where passion meets purpose to make a positive impact on the world through the people and organizations we serve. If you are someone who is driven to make a difference, who enjoys a challenge and above all, if you’re someone who cares, there’s a place for you here. Join us and contribute to Sedgwick being a great place to work.

Great Place to Work®
Most Loved Workplace® 
Forbes Best-in-State Employer

Director of Workforce Management

Our teams connect! We collaborate onsite and have a hybrid work arrangement. All candidates must live near one of our centers of excellence:

Southfield, MI : 300 Galleria Officentre Southfield MI 48034

Dubuque, IA  : 4141 Westmark Drive, Dubuque, IA 52002

Cedar Rapids, IA : 333 1st Street SE Ste. 200 Cedar Rapids IA 52401

Coralville, IA:  3273 Ridgeway Drive Coralville IA 52241

Dublin, OH : 5500 Glendon Court Dublin OH 43016

New Albany, OH : 7795 Walton Parkway New Albany, OH 43054

Indianapolis, IN: 8909 Purdue Road Suite 501 Indianapolis, IN 46268

Irving, TX: 2201 W. Royal Lane Suite 125 Irving, TX 75063

Memphis, TN : 8125 Sedgwick Way, Memphis TN 38125

Orlando, FL : 12650 Ingenuity Dr Orlando FL 32826

PRIMARY PURPOSE: To set the strategic roadmap for workforce management practices for the organization; to optimize resource performance across operations utilizing automated workforce tools; and to ensure organizational performance requirements and client specific service level commitments are met. To serve as a guide for all workforce management activities across the business unit. This role ensures the organization meets service level agreements (SLAs), operates efficiently, and achieves strategic and operational goals, with a focus on delivering an outstanding customer experience.

ESSENTIAL FUNCTIONS and RESPONSIBILITIES

• Determines overall strategy of the workforce management (WFM) team and their work for a high-volume contact center.
• Leverage data analytics and workforce tools to enhance reporting, drive operational improvements, and increase efficiency.
• Collaborate with other stakeholders to identify opportunities to innovate and improve support delivery with the latest customer support technologies.
• Develop and manage key performance indicators (KPIs) related to workforce management, including forecasting accuracy, occupancy, shrinkage, and adherence.
• Present reports and insights to senior leadership, providing recommendations for improving contact center efficiency and customer experience.
• Partners with client services and operations to measure, communicate, and improve call center escalations.
• Knowledge of automated workforce management tools (preferably Genesys Pure Cloud)
• Excellent knowledge of multi-channel service center processes and procedures
• Strong oral and written communication skills, including reporting and presentation skills
• PC literate, including Microsoft Office products
• Leadership/management/motivational skills
• Analytical and interpretive skills
• Exceptional organizational skills
• Excellent interpersonal skills
• Excellent negotiation skills
• Ability to manage multiple projects and set priorities
• Ability to work in a team environment
• Ability to meet or exceed Performance Competencies

ADDITIONAL FUNCTIONS and RESPONSIBILITIES

• Performs other duties as assigned.
• Travels as required.

SUPERVISORY RESPONSIBILITIES

• Provides support, guidance, leadership and motivation to promote maximum performance.
• Administers company personnel policies in all areas and follows company staffing standards and training recommendations.
• Interviews, hires and establishes colleague performance development plans; conducts colleague performance discussions.

QUALIFICATIONS

Education & Licensing

Bachelor's degree in education or related field from an accredited college or university preferred. 

Experience

Experience: Ten (10) years of related experience or equivalent combination of education and experience required to include six 7+ years of workforce management (WFM) experience in a contact center with at least 4 years of leadership experience in workforce management. Excellent oral and written communication skills, including presentation skills.

Skills & Knowledge

• Thorough knowledge of contact center practices and procedures
• Thorough knowledge of WFM processes
• Ability to think strategically
• Proven management/leadership skills
• Comfortable in dynamic, fast-paced environment
• Expertise in WFM software (e.g., Verint, NICE, Aspect, or similar) and telephony systems (e.g., Five9, RingCentral, Genesys, or similar)
• Strong analytical skills with experience in forecasting, capacity planning, scheduling, and real-time management.
• Proven ability to collaborate with operations leaders to drive innovation, process optimization, and improved customer experience.
• Excellent leadership, coaching, and team development abilities.
• Ability to work in a fast-paced, dynamic environment and drive continuous improvement.
• Experience with automation and AI-driven workforce optimization is a plus.
• Strong organizational skills
• Excellent interpersonal skills
• Ability to work in a team environment
• Ability to meet or exceed Performance Competencies

WORK ENVIRONMENT

When applicable and appropriate, consideration will be given to reasonable accommodations.

Mental:  Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines

Physical:  Computer keyboarding, travel as required

Auditory/Visual:  Hearing, vision and talking

The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances.  Management retains the discretion to add or to change the duties of the position at any time.

Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.

If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, consider applying for it anyway! Sedgwick is building a diverse, equitable, and inclusive workplace and recognizes that each person possesses a unique combination of skills, knowledge, and experience. You may be just the right candidate for this or other roles.