About the role
The 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 do
- Workforce Strategy & Planning
- 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
Workforce Operations Leadership
- 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
Service Level & Regulatory Performance
- 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
Performance & Continuous Improvement
- 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
Leadership & Team Development
- 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
Cross-Functional Partnership
- 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
Systems & Process Optimization
- 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
Qualifications
Required Qualifications
- 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
Preferred Qualifications
- Experience supporting regulated environments with strict service level requirements
- Familiarity with FCC and/or CAV service expectations
- Experience in interpreting services or similar real-time, on-demand service models
- Fluency in ASL or experience working within the Deaf or interpreting community
Additional Requirements
- Ability to support a 24/7 operation, including occasional evenings, weekends, and holidays as needed
- Reliable high-speed internet connection (>20 Mbps)
- Occasional travel <10% may be required