Director of Workforce Management
About the roleThe Director of Workforce Management leads the strategy, execution, and continuous improvement of workforce planning across interpreting services in North America. This role ensures the right interpreters are in the right place 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, real-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 doWorkforce Strategy & PlanningLead workforce planning strategy across interpreting services, including forecasting, capacity planning, and scheduling frameworksDevelop forward-looking workforce plans aligned with Service Delivery priorities, hiring strategy, and financial targetsApply scenario planning to manage demand variability across multiple service linesEnsure workforce plans deliver balanced, realistic schedules that support both service level expectations and interpreter sustainabilityWorkforce Operations LeadershipLead the end-to-end Workforce Management function, including Real-Time Operations, Scheduling, Workforce Optimization, and Workforce SystemsEnsure seamless coordination between forecasting, scheduling, and real-time execution to support interpreter availabilityOversee timekeeping, scheduling systems, and break management practices to maintain accuracy, consistency, and operational efficiencyEstablish clear operating rhythms with interpreting operations to ensure alignment, responsiveness, and executionService Level & Regulatory PerformancePartner with Service Delivery leadership to achieve interpreting service level targets and regulatory requirementsAlign workforce planning practices with expectations established by FCC and CAVMonitor workforce-related risks that may impact service levels, response times, or compliance, and drive mitigation strategiesProvide clear visibility into workforce performance to support leadership decision-making, reporting, and audit readinessPerformance & Continuous ImprovementDefine and track workforce performance metrics, including service levels, forecast accuracy, staffing efficiency, and cost alignmentAnalyze trends and perform root cause analysis to identify opportunities for improvementDevelop and implement sustainable, data-driven solutions that strengthen workforce performance and scalabilityDrive continuous improvement across forecasting, scheduling, and real-time workforce practicesLeadership & Team DevelopmentLead, coach, and develop Workforce Management leadership across optimization, scheduling, and systems functionsBuild and maintain a high-performing, forward-looking team focused on proactive planning and operational excellenceEstablish clear accountability, performance expectations, and development pathways across the WFM teamFoster a culture grounded in accountability, transparency, and continuous improvementCross-Functional PartnershipPartner with Service Delivery, Finance, People & Culture, Product, and Data teams to align workforce planning with business needsServe as a strategic advisor to leadership, translating workforce insights into actionable recommendationsInform hiring plans, capacity decisions, and operational strategy through data-driven insightsEnsure alignment between workforce planning, financial planning, and service delivery executionSystems & Process OptimizationEnhance workforce tools, reporting capabilities, and automation in partnership with systems and data teamsImprove workforce processes to support scalability, efficiency, and consistencyEnsure data integrity across workforce systems and reportingImplement best practices to strengthen workforce operationsQualificationsRequired QualificationsBachelorâs degree in Business, Operations, or related field, or equivalent experience8+ years of progressive experience in Workforce Management within a real-time service environment3+ years of leadership experience managing high-performing teamsStrong expertise in forecasting, capacity planning, scheduling, and real-time operationsExperience supporting service level-driven environments with measurable performance expectationsAbility to operate in complex, multi-line or multi-region environmentsStrong analytical and problem-solving skills, with the ability to translate data into actionable insightsExcellent communication and collaboration skills, with the ability to influence cross-functional partnersDemonstrated ability to lead through change and maintain stability in fast-paced environmentsPreferred QualificationsExperience supporting regulated environments with strict service level requirementsFamiliarity with FCC and/or CAV service expectationsExperience in interpreting services or similar real-time, on-demand service modelsFluency in ASL or experience working within the Deaf or interpreting communityAdditional RequirementsAbility to support a 24/7 operation, including occasional evenings, weekends, and holidays as neededReliable high-speed internet connection (>20 Mbps)Occasional travel