Dir Workforce Planning & Resource Management

Company Description

Vericast is the financial institution (FI) performance partner. We help banks and credit unions drive growth, improve efficiency, increase engagement and navigate change through the power of data, technology and people. Our advanced analytics, data-driven insights and integrated solution set enable better execution with agility, precision and scale. That’s why thousands of financial institutions look to Vericast and our 150 years of financial services expertise to help them achieve more.

The Director, Workforce Planning & Resource Management is a senior leader responsible for the strategic direction, oversight, and continuous improvement of workforce management across all Contact Center operations. This role drives the adoption and optimization of Genesys Cloud solutions, ensuring that resource allocation, forecasting, and staffing strategies align with both client-specific and enterprise-wide objectives. The Director partners with contact center leadership, clients, and cross‑functional teams to deliver innovative, data‑driven workforce solutions that maximize service quality, operational efficiency, and business outcomes.

• Strategic Leadership & Innovation:
  Set the vision and strategy for workforce planning, leveraging Genesys Cloud and advanced analytics to anticipate business needs and deliver scalable solutions. Lead the Workforce Management team in developing and implementing best‑in‑class processes, reports, and tools that optimize contact center performance and client satisfaction. Serve as a thought leader and advisor to stakeholders on workforce trends, technology adoption, and operational excellence.
  
  Direct the deployment, integration, and ongoing enhancement of Genesys Cloud solutions for workforce management, including forecasting, scheduling, and real‑time adherence. Champion the use of Genesys Cloud analytics and reporting to drive continuous improvement and innovation in workforce practices. Mentor, develop, and build a high performing workforce management team increasing their knowledge in Genesys Cloud capabilities, ensuring the organization remains at the forefront of contact center technology.
  
  Assess talent gaps and develop career pathways within the WFM function. Foster a culture of innovation, collaboration, and professional growth. 40%
• Resource Management by Client & Company Requirements:
  Oversee resource allocation and staffing models tailored to individual client requirements and overall company objectives. Ensure that workforce plans are flexible and responsive to changing client needs, service level agreements, and business priorities. Collaborate with Operations and Client Managers to proactively manage volume fluctuations and deliver on contractual commitments. 20%
• Reporting, Analysis & Performance Optimization:
  Oversee the creation and delivery of advanced forecasting, productivity, and performance reports for internal and external stakeholders. Analyze enterprise initiatives, industry trends, and operational data to identify opportunities for improvement and recommend strategic solutions. Ensure standardization and consistency of workforce management processes across all contact centers. 20%
• System Administration & Process Improvement:
  Lead the administration and optimization of workforce management systems, including Genesys Cloud and related platforms. Drive process improvements, system upgrades, and the adoption of new technologies to enhance workforce management capabilities. Ensure compliance with internal controls, audits, and safety/security policies. Creation of complex datasets into actionable business processes. 20%

Education

• High school diploma
• Bachelor's degree preferred

Experience

• Minimum 3 years’ experience with Genesys and Genesys Cloud platforms in a contact center environment (required).
• At least 7 years’ progressive experience in workforce planning, resource management, or contact center operations, with demonstrated leadership responsibility.

Knowledge / Skills / Abilities

• Expert knowledge of Genesys Cloud workforce management modules and analytics with understanding of predictive…