Director, Workforce Management Customer Experience Boston, Massachusetts Customer Experience Bo[...]

Company: Aura Network, Inc.
Location: Boston
Posted on: March 27, 2025

Job Description:

Aura is on a mission to create a safer internet. In a world where our lives are increasingly online, Aura's category-defining suite of intelligent digital safety products help millions of customers protect themselves against digital threats, and that number is growing rapidly. This is an exciting phase at Aura, and our team of over 400 people worldwide is guided by a leadership slate that's successfully grown startups into multi-billion dollar organizations.Come build with us!About the role:We are a fast-paced, high-growth company looking for an innovative and experienced Director of Workforce Management (WFM). Reporting to the Chief Customer Officer, this is an important leadership role responsible for leading the strategic planning, implementation, and execution of all workforce management functions for a 200-person support operation that includes both in-house and outsourced teams. This role ensures the organization meets service level agreements (SLAs), operates efficiently, and achieves strategic and operational goals, with a focus on delivering an outstanding customer experience.Day to Day:

• Develop and implement workforce management strategies to ensure optimal staffing levels across multiple channels (voice, chat, email, tickets, etc).
• Oversee capacity planning to align staffing needs with business objectives and customer demand, partnering effectively with business leaders and finance to ensure accurate forecasting and budgeting.
• Lead a WFM team of 4-5 people covering scheduling, real-time management, and WFM systems administration.
• Oversee the management of our telephony and workforce management systems, managing vendor relationships and ensuring optimal implementation to align with operational objectives.
• Partner closely with other CX leaders to ensure alignment between operations processes and procedures and workforce management objectives.
• Leverage data analytics and workforce tools to enhance reporting, drive operational improvements, and increase efficiency.
• Collaborate with other stakeholders to identify opportunities to innovate and improve support delivery with the latest customer support technologies.
• Develop and manage key performance indicators (KPIs) related to workforce management, including forecasting accuracy, occupancy, shrinkage, and adherence.
• Present reports and insights to senior leadership, providing recommendations for improving contact center efficiency and customer experience.What you bring to the table:
  • 7+ years of experience in workforce management within a contact center environment, with at least 4 years in a leadership role.
  • Expertise in WFM software (e.g., Verint, NICE, Aspect, or similar) and telephony systems (e.g., Five9, RingCentral, Genesys, or similar)
  • Strong analytical skills with experience in forecasting, capacity planning, scheduling, and real-time management.
  • Proven ability to collaborate with operations leaders to drive innovation, process optimization, and improved customer experience.
  • Excellent leadership, coaching, and team development abilities.
  • Ability to work in a fast-paced, dynamic environment and drive continuous improvement.
  • Experience with automation and AI-driven workforce optimization is a plus.Aura is committed to offering a generous package to support our employees in all aspects of their life in and out of work. Our packages offer competitive pay, generous health and wellness benefits, retirement savings plans, parental leave and much more! Pay range for this position is $112,000-$160,000, but may vary depending on job-related knowledge, skills, experience and location.
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Keywords: Aura Network, Inc., Boston , Director, Workforce Management Customer Experience Boston, Massachusetts Customer Experience Bo[...], Executive , Boston, Massachusetts