Workforce Management and Customer Success Planning Director

5 days ago

Old Toronto, Ontario, Canada Jobber Full time
About This Opportunity

We're seeking a seasoned professional to lead our Customer Success organization's workforce planning efforts. As the Director of Workforce Management and Customer Success Planning, you will be responsible for forecasting labor requirements, managing staff schedules, and driving optimal team performance.

This role requires a strong analytical mindset, excellent communication skills, and the ability to work closely with cross-functional teams. If you have a passion for customer success and a proven track record in workforce planning, we encourage you to apply.

Key Responsibilities
  • Develop and execute a workforce planning roadmap to optimize labor resources and drive strategic growth.
  • Lead capacity and workforce planning, forecasting, and real-time management scheduling to ensure seamless customer experiences.
  • Analyze data and trends to provide actionable insights and recommendations for process improvements.
  • Collaborate with internal stakeholders to identify and implement operational support improvements, tools, and technology.
  • Manage Business Process Outsourcing (BPO) vendor relationships to ensure strategic alignment and delivery against performance targets.
Requirements
  • 10+ years of experience in workforce planning, customer success, or a related field.
  • Proven track record in developing and executing strategic workforce plans.
  • Strong analytical skills, with the ability to draw insights from data and communicate effectively with stakeholders.
  • Experience managing outsourced partners and BPO vendors to ensure delivery against performance targets.

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