About the RoleThe Director of Workforce Management is a newly created senior role on the PSC Operations SVP's leadership team, built to establish dedicated WFM ownership at a critical inflection point. The Director will own end-to-end WFM strategy - forecasting, on/offshore capacity, real-time analytics, and tooling - and must be equally comfortable at the executive table and in the operational weeds, influencing across functions without direct authority.
What You'll Do:- Own the comprehensive WFM strategy across Customer Service, Application Verifications, Servicing & Collections, Fraud Operations, and QA/QI - spanning forecasting, capacity planning, RTA, schedule optimization, and technology roadmap
- Lead the transition to a hybrid on/offshore operating model, managing capacity allocation between onshore staff and BPO partner to optimize service levels and cost
- Serve as the enterprise authority on capacity decisions, providing cross-functional neutrality and executive-level visibility into workforce performance and staffing risk
- Define and drive the WFM automation roadmap - queue monitoring, agent skilling, overflow strategy, and system integration - championing the shift from manual to automated, scalable processes
- Partner with PSC Technology, Ops Product, and Analytics to ensure tooling integrations, forecasting models, and dashboards are stable, current, and actionable for leadership
- Present WFM performance data and strategic recommendations to the SVP and senior leadership team
- Lead and develop the WFM team, establishing clear expectations, coaching structures, and a proactive, data-driven culture
- Define clear scope boundaries between WFM and adjacent teams to ensure focused accountability
What We Look For:- 8+ years in Workforce Management, with 3+ years in a senior leadership role in a multi-channel contact center
- Experience managing hybrid on/offshore WFM models and BPO partner relationships
- Proficiency with WFM platforms including automation, queue management, agent skilling, and system integrations
- Strong analytical skills - SQL, Tableau, DBvisualizer, or equivalent; able to self-service data independently
- Proven cross-functional influencer with a track record of measurable WFM performance improvement (SLA, occupancy, absence, cost)
- Executive presence and communication skills; experience building or significantly maturing a WFM function
Nice to Have: - Bachelor's degree in Business, Operations, Data Analytics, or equivalent experience
- Background in fintech, financial services, or a high-growth startup environment
- Experience leading WFM through a contact center model transition (single-site to multi-site or onshore to hybrid BPO)
What We Offer You: - Competitive salary and stock option plan
- 100% paid coverage of medical, dental and vision insurance
- Flexible PTO
- Competitive 401(k) and RRSP program
- Opportunities for professional growth and development
- Paid parental leave
- Health & wellness initiatives
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