Director of Workforce Management
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Job Description
Director of Workforce Management leading workforce strategy and execution for interpreting services at Convo Communications. Focused on sustainability and operational excellence in a Deaf-owned company.
Responsibilities:
- Lead workforce planning strategy across interpreting services
- Develop forward-looking workforce plans aligned with Service Delivery priorities
- Apply scenario planning to manage demand variability
- Ensure workforce plans deliver balanced schedules
- Ensure seamless coordination between forecasting, scheduling, and real-time execution
- Monitor workforce-related risks that may impact service levels
- Define and track workforce performance metrics
- Analyze trends and perform root cause analysis to identify opportunities for improvement
- Lead, coach, and develop Workforce Management leadership
- Partner with Service Delivery, Finance, People & Culture, Product, and Data teams to align workforce planning with business needs.
Requirements:
- Bachelor’s degree in Business, Operations, or related field, or equivalent experience
- 8+ years of progressive experience in Workforce Management within a real-time service environment
- 3+ years of leadership experience managing high-performing teams
- Strong expertise in forecasting, capacity planning, scheduling, and real-time operations
- Experience supporting service level-driven environments with measurable performance expectations
- Ability to operate in complex, 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 lead through change and maintain stability in fast-paced environments
- Familiarity with FCC and/or CAV service expectations
- Fluency in ASL or experience working within the Deaf or interpreting community.
Benefits:
- Health insurance
- Professional development
- Flexible working arrangements
- Paid time off
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