Director of Workforce Management
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Job Description
Director of Workforce Management leading strategy and continuous improvement at Convo Communications. Overseeing workforce planning and execution across interpreting services in North America.
Responsibilities:
- Lead workforce planning strategy across interpreting services, including forecasting, capacity planning, and scheduling frameworks
- Develop forward-looking workforce plans aligned 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
- Lead the end-to-end Workforce Management function, including Real-Time Operations, Scheduling, Workforce Optimization, and Workforce Systems
- Ensure seamless coordination between forecasting, scheduling, and real-time execution to support interpreter availability
- Oversee 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
- Partner with Service Delivery leadership to achieve interpreting service level targets and regulatory requirements
- Align workforce planning practices with expectations established by FCC and CAV
- Monitor workforce-related 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
- Define and track workforce performance metrics, including service levels, forecast accuracy, staffing efficiency, and cost alignment
- Analyze trends and perform root cause analysis to identify opportunities for improvement
- Develop and implement sustainable, data-driven solutions that strengthen workforce performance and scalability
- Drive continuous improvement across forecasting, scheduling, and real-time workforce practices
- Lead, coach, and develop Workforce Management leadership across optimization, scheduling, and systems functions
- Build and maintain a high-performing, forward-looking team focused on proactive planning and operational excellence
- Establish clear accountability, performance expectations, and development pathways across the WFM team
- Foster a culture grounded in accountability, transparency, and continuous improvement
- 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, capacity decisions, and operational strategy through data-driven insights
- Ensure alignment between workforce planning, financial planning, and service delivery execution
- 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 integrity across workforce systems and reporting
- Implement best practices to strengthen workforce operations
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
- Fluency in ASL or experience working within the Deaf or interpreting community
Benefits:
- Ability to support a 24/7 operation
- Reliable high-speed internet connection (>20 Mbps)
- Occasional travel <10% may be required
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