Workforce Management, ED
New York, NY · Gilbert, AZ · Sandy, UT · Jersey City, NJ · Alpharetta, GA · Tampa, FL$150k–$250kPosted Jun 29, 2026
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Single PositionView All JobsWorkforce Management, EDNew York, New York, United States of America +5 moreNo longer accepting applications.Employment TypeFull timeJob LevelExecutive DirectorYou are required to review the Firm’s Mobility Guidelines on careerhub/ prior to submitting your application to ensure you understand and abide by your obligations under the Firm policy.JOB LEVELExecutive DirectorTIERNAThis role owns the end-to-end Workforce Management (WFM) functional lifecycle for a regulated financial services contact center, spanning demand forecasting, capacity planning, staffing strategy, and schedule generation. The position leads, manages, and develops a team of 20+ WFM professionals, fostering a high-performance culture grounded in accountability, continuous improvement, and talent development. In partnership with senior business leaders, operations, product, technology, learning and development, and analytics teams, the role provides extensive reporting and data-driven insights that inform strategic decision-making, optimize resource utilization, and drive service excellence.Supporting 10+ business units across both phone and digital (chat) channels, this role is responsible for aligning workforce strategies to evolving client demand, business priorities, and regulatory requirements. The position ensures service level commitments, compliance obligations, and client experience outcomes are consistently achieved—particularly during periods of market volatility, business growth, and operational transformation. Additionally, the role drives standardization of WFM practices, enhances forecasting accuracy, and continuously improves scheduling efficiency through advanced analytics, tooling, and process optimization.Key Responsibilities:Contact Center WFM Strategy & OwnershipOwn the end‑to‑end WFM lifecycle (forecasting, staffing, agent performance reporting, scheduling) for a high‑volume, multi‑skill financial services contact center.Ensure WFM strategies support client service commitments, regulatory requirements, and operational risk management and employee satisfactionBuild a strong leadership bench by enabling, training, and empowering direct leaders and teams to execute core WFM functions, effectively delegating day-to-day ownership while maintaining oversight—allowing the role to focus on strategic direction, innovation, and enterprise-level workforce planningDemand Forecasting & Staffing (Financial Services Context)Partner with business and operations leaders to understand demand drivers including:Market volatility and event‑driven spikesClient lifecycle activity (onboarding, transfers, servicing)Regulatory, compliance, and complaint‑driven workSeasonal call/chat patterns and volume mix shiftsDesign and govern forecasting workflows and operating models, including:Future headcount modelingAssumptions and labor standardsScenario modeling and stress‑testingMarket‑event overrides and governance controlsDeliver defensible, audit‑ready demand forecasts and staffing plans that support service levels, speed of answer, and client experience.Scheduling & Capacity OptimizationLead design and optimization of Genesys scheduling constructs, including:Rules, templates, shifts, skill‑based routing, and optimization constraintsCoverage strategies for licensed vs. non‑licensed workBalancing efficiency with adherence to labor, compliance, and HR policiesReal – time...