Workforce Director

Enshored has been powering growth for disruptive brands and leading companies in the US and Europe since 2014. As part of Inc 5000 fastest-growing companies in the US, our commitment to pushing the extra mile helps our clients reach their business’ optimal growth potential, may it be from the ground up or by innovative transformation.

Our Team Is Composed Of Hand-picked Talented Individuals Adapted To Handle Themselves In a Balanced Environment Of Smart And Hard Work While Maintaining a Dynamic Relationship With Stakeholders, Leaders, And Team Members. Important Decisions Revolve Around The Guidance Of Our Core Values, Especially When Choosing The Right People

• Grit. We never give up. We don't always know the answer, but we don't give up until we crack it. Sticking at it makes us stronger.
• Curiosity. We want to know you, what makes you tick and what it will take to help you grow.
• Learning. Learning is the key to mobility, growth, and transformation. It's a commitment. We're committed.
• Grace. The unconditional love for our fellow man. What is this world without love – merely a transactional scorecard of winners and losers. We don't want to reinforce that operating system. We are driving a paradigm shift to an infinite mindset where we start from the knowledge that there is plenty to go around.
• Honesty & Sincerity. Being true to ourselves. Being honest, being open, trustworthy and truthful. Sincerity provides depth to honesty, as our honesty at times can even betray us, as we all hide behind our deep pain and hurt.
• Integrity. Integrity is standing up for what we believe is right and living by our highest values.
  
  

Our philosophy leads us to invest in the best people we can find, and working side by side, we help them build the career paths they deserve.

Don’t just take our word for it; experience the growth yourself!

If you don’t know where to start, check us out at www.enshored.com.

As a Director in Workforce Management, you will play a crucial role in leading strategic planning, execution, and continuous improvement of workforce management processes within our Enshored. Your expertise will drive optimal resource utilization, ensure service level objectives are met, and contribute to the overall efficiency of our contact center operations.

Key Responsibilities

• Own the end-to-end WFM strategy: forecasting, capacity planning, scheduling, intraday management, and performance analytics.
• Lead and mentor the WFM team, fostering a high-performance culture focused on accuracy, agility, and collaboration.
• Collaborate with Operations and other department heads to align staffing plans with SLAs, KPIs, and business goals.
• Oversee the implementation and optimization of WFM tools, systems, and reporting dashboards.
• Develop forecasting models and workforce strategies that drive cost efficiency and service excellence.
• Provide executive-level reporting and data-driven insights to support strategic decision-making.
• Drive continuous improvement in WFM processes through automation, innovation, and analytics.
• Ensure compliance with labor laws, shift policies, and organizational requirements.
  
  

Minimum Requirements And Qualifications

• Proven experience: 8+ years in Workforce Management, with at least 3 years in a senior leadership or director-level role in a high-volume contact center or service operations environment.
• Analytical mastery: Deep understanding of forecasting methodologies, capacity planning, and real-time operations using tools like Excel, Tableau, Power BI, Verint, NICE, or similar WFM platforms.
• Leadership excellence: Demonstrated ability to lead, coach, and build high-performing teams.
• Strategic thinker: Strong business acumen with the ability to align WFM plans to broader company objectives.
• Cross-functional collaboration: Experience working with operations, finance, and HR to execute staffing and efficiency strategies.
• Change agent: Comfortable with transformation, innovation, and leading teams through change.
• Degree in Business, Statistics, Operations Management, or related field preferred. MBA or certifications in WFM (e.g., CWFM) is a plus.
  
  

About Enshored

Enshored is the leading outsourcer for start-ups. We’re here for the innovators, for the scalers. We’re here for the creators, for the makers, for the horizon scanners who saw it and then went out there and built it. We believe that when our people thrive, our clients thrive too. When we all thrive, the world becomes a better place.

At Enshored, this means: We support our people to achieve their potential and contribute to their best ability through structured learning and career development. We embrace diversity. We understand that people are all different and need different challenges. We don’t treat individuals as cogs in the machine. We provide the environment, tools, and support system to thrive.