Director, Workforce Management
OneTouch DirectTampa, Florida, United States
Posted September 15, 2025
Full Time
About the Company
As a trusted global outsource provider, we know connection is a universal language. It’s our mission at OneTouch Direct to bring the world closer through unparalleled human interactions, tailoring our services to meet each client’s unique needs. Our people-first culture means we believe in the power of every interaction to build stronger, more meaningful connections. Our agents are the best in the industry, because they genuinely care about providing authentic experiences that leave a lasting, positive impression. Their expertise lets us consistently offer personalized, precise outreach solutions because we understand the needs of our clients and their customers. We don’t just achieve our clients’ business goals; we live a people-first culture that optimizes performance with a relentless drive for results. Here, you don’t just see the results—you feel them. When top-tier service and genuine connection come together, expect the extraordinary.
Job Description
The Director of Workforce Management is responsible for overseeing workforce optimization programs, defining key metrics, analyzing historical trends, forecasting staffing levels, managing associate training and certifications, establishing reporting methods, and ensuring compliance standards. This role requires close collaboration with management teams and the WFM vendor to drive innovation and standardization across all divisions.
Requirements
- Minimum Bachelor’s Degree (4-year College or University)
- 5+ Years Related Experience in BPO, Call Center, logistics or workforce management
- 3+ Years of leadership experience
- Work with management teams to oversee workforce optimization programs
- Analyze historical trends and future projections to create forecasting, scheduling, and staffing plans
- Analyze and manage associate training and certifications
- Establish reporting methods around key metrics related to WFM
- Serve as the WFM system owner
- Work with internal audit, HR, and management teams
- Work with park management teams
Benefits
- Health Care Plan
- Life Insurance
- Paid Time Off
- Family Leave
- Short Term & Long Term Disability
- Training & Development
