Director of Workforce Management

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Overview of Brightside and Its Mission

Brightside is a forward-thinking organization dedicated to enhancing the financial health of working families. The company offers an innovative employee benefit designed to address various personal finance challenges that families face, promoting a holistic approach to financial assistance. By combining cutting-edge technology with genuine human support, Brightside works to ensure that clients have access to the resources they need to navigate their financial journeys.

Employee-Centric Culture

At Brightside, employees are valued for their contributions and are encouraged to pursue meaningful work that positively impacts clients' lives. The work-life balance is emphasized, fostering an environment where personal and professional growth can thrive. Staff can take pride in being part of a growing startup, witnessing the direct impact of their roles on the company's mission.

Role Description

The position of Director of Workforce Management (WFM) is pivotal at Brightside, as it entails leading the design and implementation of a comprehensive WFM function within the company's multi-channel communication center. The role is focused on enhancing client engagement through various communication channels such as messaging, email, and phone interactions. As the WFM Director, you will build strategies from the ground up, focusing on capacity modeling, reporting infrastructure, and leveraging automation for operational excellence.

You will work cross-functionally across several departments—such as Product, Client Services, Analytics, and Technology—to influence operations strategy significantly. It is crucial for the candidate to possess a broad vision to identify key performance drivers while also having the capability to zoom in on specific processes and tools to enable measurable improvements.

Key Responsibilities

WFM Strategy & Leadership:

• Develop and oversee the end-to-end WFM strategy while managing forecasting, capacity planning, real-time management, and employee scheduling.
• Mentor a team of WFM Analysts and Specialists, guiding them in daily operations including PTO tracking and attendance analysis.
• Establish an operational rhythm and key performance indicators (KPIs) for effective long-term and short-term workforce planning.

Capacity & Forecasting:

• Construct dynamic and scalable capacity models that consider various facets of operations including handle time, seasonality, and productivity standards.
• Collaborate with the Analytics team to produce accurate contact volume forecasts, pushing for informed headcount and hiring recommendations.

Automation and Tooling:

• Identify opportunities for automation in WFM operations focusing on real-time management and scheduling tools.
• Explore and integrate advanced WFM technologies (e.g., AI forecasting) that support a modern communication center architecture.

Cross-Functional Collaboration:

• Act as a strategic partner to various departments, ensuring workforce planning aligns with larger business goals.
• Lead assessments across processes and technology gaps to propose enterprise-wide solutions.

Insights, Reporting & Dashboarding:

• Reconstruct the reporting framework, reshaping core KPIs and reporting requirements as per evolving business strategies.
• Deliver actionable insights through dashboards, ensuring proper tracking of operational efficiency and staffing performance.

Required Skills and Experience

Candidates should possess a minimum of 10 years of experience in Workforce Management. Proficiency in forecasting, capacity planning, and managing real-time operations within a high-volume multi-channel environment is essential. Key experience includes:

• A robust understanding of managing intraday staffing as well as conducting PTO and attendance tracking.
• Demonstrated expertise in async-first operations with success in environments where chat, email, and messaging serve as primary communication channels.
• Advanced skills in capacity modeling and the ability to translate insights into actionable steps across organizational teams.
• Adept in evaluating and implementing WFM tools to enhance staffing efficiency and operational workflows.
• Strong data analysis capabilities, including the ability to reconstruct reporting frameworks and develop dashboards that aid informed decision-making.

Preferred qualifications include prior experience in early-stage companies where processes and reporting systems were built from scratch. Familiarity with artificial intelligence tools integrated into WFM environments and innovative KPI and dashboard implementations will set candidates apart.

Employment Benefits and Work Environment

Brightside offers a remote, secure, and inclusive workspace. Employees benefit from a competitive package that includes generous time off provisions, medical, dental, and vision insurance, short-term and long-term disability, life insurance, and 401(k) plans. The organization is an equal opportunity employer, embracing diversity and ensuring a work environment free from discrimination based on various statuses.

Conclusion

The role of Director of Workforce Management at Brightside is a unique opportunity for candidates looking to make a substantial impact in their work while fostering the financial well-being of clients. The position offers both challenges and rewards, with the potential for personal and professional growth within a dynamic and supportive company culture. Candidates who meet the qualifications and are passionate about transforming workforce management in a meaningful way are encouraged to apply.

This job offer was originally published on remotive.com