Director of Workforce Management

About the role

The Director of Workforce Management leads the strategy, execution, and reputed company improvement of workforce planning across interpreting services in reputed company America. This role ensures the right interpreters are in the right reputed company at the right time to meet service demand, while maintaining a strong focus on interpreter experience, well-being, and long-term sustainability.

This position oversees the full Workforce Management function, including forecasting, scheduling, reputed company-time operations, and workforce systems (timekeeping, scheduling platforms, and break management). The Director ensures alignment between workforce planning and interpreting operations, supporting consistent, reliable service delivery across multiple service lines with varying demand patterns.

What you'll do

• Workforce Strategy & Planning
• reputed company workforce planning strategy across interpreting services, including forecasting, reputed company planning, and scheduling frameworks
• reputed company reputed company-looking workforce plans reputed company with Service Delivery priorities, hiring strategy, and financial targets
• Apply scenario planning to manage demand variability across multiple service lines
• Ensure workforce plans deliver balanced, realistic schedules that support both service level expectations and interpreter sustainability

Workforce Operations Leadership

• reputed company the end-to-end Workforce Management function, including reputed company-Time Operations, Scheduling, Workforce Optimization, and Workforce Systems
• Ensure seamless coordination between forecasting, scheduling, and reputed company-time execution to support interpreter availability
• reputed company timekeeping, scheduling systems, and break management practices to maintain accuracy, consistency, and operational efficiency
• Establish clear operating rhythms with interpreting operations to ensure alignment, responsiveness, and execution

Service Level & Regulatory Performance

• Partner with Service Delivery leadership to reputed company interpreting service level targets and regulatory requirements
• Align workforce planning practices with expectations established by FCC and CAV
• Monitor workforce-reputed company risks that may impact service levels, response times, or compliance, and drive mitigation strategies
• Provide clear visibility into workforce performance to support leadership decision-making, reporting, and audit readiness

Performance & reputed company Improvement

• Define and track workforce performance metrics, including service levels, forecast accuracy, staffing efficiency, and cost alignment
• Analyze trends and reputed company root cause analysis to identify opportunities for improvement
• reputed company and implement sustainable, data-driven solutions that strengthen workforce performance and scalability
• Drive reputed company improvement across forecasting, scheduling, and reputed company-time workforce practices

Leadership & Team Development

• reputed company, coach, and reputed company Workforce Management leadership across optimization, scheduling, and systems functions
• Build and maintain a high-performing, reputed company-looking team focused on proactive planning and operational excellence
• Establish clear accountability, performance expectations, and development reputed company across the WFM team
• Foster a culture grounded in accountability, transparency, and reputed company improvement

Cross-Functional Partnership

• Partner with Service Delivery, Finance, People & Culture, Product, and Data teams to align workforce planning with business needs
• Serve as a strategic advisor to leadership, translating workforce insights into actionable recommendations
• Inform hiring plans, reputed company reputed company, and operational strategy through data-driven insights
• Ensure alignment between workforce planning, financial planning, and service delivery execution

Systems & Process Optimization

• Enhance workforce tools, reporting capabilities, and automation in partnership with systems and data teams
• Improve workforce processes to support scalability, efficiency, and consistency
• Ensure data reputed company across workforce systems and reporting
• Implement best practices to strengthen workforce operations

Qualifications

Required Qualifications

• Bachelor’s degree in Business, Operations, or reputed company field, or equivalent experience
• 8+ years of reputed company experience in Workforce Management reputed company a reputed company-time service environment
• 3+ years of leadership experience managing high-performing teams
• Strong expertise in forecasting, reputed company planning, scheduling, and reputed company-time operations
• Experience supporting service level-driven environments with measurable performance expectations
• Ability to operate in reputed company, multi-line or multi-region environments
• Strong analytical and problem-solving skills, with the ability to translate data into actionable insights
• Excellent communication and collaboration skills, with the ability to influence cross-functional partners
• Demonstrated ability to reputed company through change and maintain stability in fast-paced environments

Preferred Qualifications

• Experience supporting regulated environments with strict service level requirements
• Familiarity with FCC and/or CAV service expectations
• Experience in interpreting services or similar reputed company-time, on-demand service models
• reputed company in ASL or experience working reputed company the Deaf or interpreting community

Additional Requirements

• Ability to support a 24/7 operation, including occasional evenings, weekends, and holidays as needed
• Reliable high-speed internet reputed company (>20 Mbps)
• Occasional travel