Director of Workforce Management & Operational Excellence

Director of Workforce Management & Operational Excellence PR Global Reservations

LLC - 1.9

Doral, FL Job Details Full-time 10 hours ago Benefits Health insurance Dental insurance 401(k) Paid time off Vision insurance Employee discount Life insurance Qualifications Performance dashboard reports Performance monitoring Spanish Business intelligence Managing teams in a customer support role Spreadsheets Resource planning methods Dashboard creation Business intelligence report generation English Metrics Reporting Frontline customer support management Budget forecasting Demand forecasting analysis Business intelligence tools Data analytics demand planning Bachelor's degree Headcount forecasting Call center management Technical Proficiency Data analytics technologies Strategic workforce planning

Full Job Description Description:

Job description: Doral, Florida (On-Site) Occasional travel to Mexico required About the Role The Palace Company is seeking an experienced Strategic Director of Workforce Management & Operational Excellence to lead and optimize our multi-functional Contact Center ecosystem. The ideal candidate is a highly analytical and operationally driven leader with extensive experience managing large-scale contact center environments, workforce management strategies, and operational performance frameworks. This role requires deep expertise in Revenue Performance Management (RPM), workforce planning, forecasting, occupancy management, capacity planning, staffing optimization, and operational analytics to ensure the Contact Center consistently operates at optimal efficiency and service levels. The successful candidate must possess strong data analysis capabilities, operational decision-making skills, and the ability to lead performance-driven initiatives focused on productivity, resource utilization, service level achievement, and continuous operational improvement across multiple business units. This position oversees the daily operations and performance of Direct Web & MVG Call Center, Palace Elite Call Center, Weddings Call Center, Customer Service B2C, Customer Service B2B, Revenue Performance Management (RPM), and Quality Assurance (QA). The Director is accountable for ensuring that all contact center operations consistently meet established service standards, operational KPIs, quality requirements, workforce productivity goals, occupancy targets, service level commitments, and customer experience expectations. The Director works in close partnership with the business leaders responsible for each supported area, ensuring operational alignment, workforce optimization, forecasting accuracy, staffing efficiency, service excellence, and achievement of established operational standards across all supported business units. Key Responsibilities Workforce Management & Operational Performance Lead and oversee workforce management, operational performance, service level execution, and operational support strategies across multiple Contact Center business units Establish operational KPIs, workforce planning standards, occupancy targets, forecasting models, staffing guidelines, and performance monitoring processes Ensure operational efficiency, staffing optimization, schedule adherence, service level consistency, workforce utilization, and operational discipline across all supported departments Drive initiatives focused on operational productivity, capacity optimization, resource allocation, workflow efficiency, and continuous operational improvement Monitor occupancy, shrinkage, utilization, staffing behaviors, scheduling efficiency, adherence, and operational performance indicators to support data-driven decision-making Develop contingency staffing and operational support plans for volume fluctuations, operational disruptions, seasonality, weather events, system outages, and business demand changes Establish and monitor service level targets (SLAs) across all supported Contact Center functions Implement operational recovery and escalation protocols when service levels or operational metrics fall below established targets Lead root-cause analysis initiatives to identify operational inefficiencies and systemic performance issues impacting service delivery Workforce Planning, Forecasting & Capacity Management Lead the development of short, medium, and long-term workforce planning and staffing strategies across all business units Ensure accurate forecasting of contact volumes, staffing requirements, seasonality trends, occupancy levels, and operational capacity needs Oversee workforce planning exercises aligned with business demand projections and operational priorities Optimize staffing models based on forecast accuracy, operational efficiency, service level commitments, and customer experience expectations Evaluate current and future staffing requirements based on operational growth projections, business expansion, and organizational changes Lead capacity planning initiatives supporting new business lines, operational expansions, technology implementations, and evolving service demands Collaborate with business leaders to anticipate operational impacts related to promotions, campaigns, membership initiatives, and market fluctuations Revenue Performance Management (RPM) & Operational Analytics Lead Revenue Performance Management (RPM) initiatives focused on operational efficiency, workforce productivity, occupancy performance, staffing optimization, and service level achievement Develop operational dashboards, forecasting reports, executive scorecards, and performance reporting frameworks to support leadership decision-making Monitor operational trends, workforce behaviors, utilization metrics, productivity ratios, and operational risks to identify performance improvement opportunities Present operational reviews, workforce analytics, forecasting insights, and performance recommendations to executive leadership Drive a culture of data-driven operational management, workforce intelligence, and continuous operational optimization throughout the organization Establish reporting standards and operational analytics frameworks across all Contact Center functions Scheduling & Resource Optimization Ensure effective scheduling practices that maximize operational efficiency while maintaining service level commitments Monitor real-time adherence, staffing efficiency, and workforce allocation across all supported business units Optimize resource distribution based on operational demand fluctuations and business priorities Continuously evaluate opportunities to improve workforce utilization, operational consistency, and staffing efficiency Quality Assurance & Service Excellence Oversee Quality Assurance programs, operational service standards, and calibration processes across all supported business units Establish quality monitoring frameworks and continuous performance improvement initiatives Support service recovery processes and escalation management strategies to maintain operational consistency and customer experience standards Ensure all customer-facing teams operate in alignment with established service expectations, operational procedures, and quality standards Develop and monitor customer experience and service quality performance metrics Budget & Operational Efficiency Partner with Finance and operational leaders to support labor forecasting, workforce budgeting, and operational planning initiatives Monitor labor costs, productivity metrics, staffing efficiency indicators, and operational performance ratios Identify opportunities to improve operational efficiency and cost optimization without compromising service quality or customer experience Technology & Workforce Management Systems Oversee the effective utilization of Workforce Management (WFM), reporting, and operational analytics platforms Drive continuous enhancement of workforce management capabilities through automation, reporting optimization, and advanced analytics initiatives Ensure operational reporting accuracy, data integrity, and consistency across all workforce and operational systems Leadership & Operational Development Lead, coach, and support managers, supervisors, and operational leaders in workforce optimization and operational performance initiatives Foster a culture focused on accountability, operational discipline, continuous improvement, and service excellence Support leadership development, operational training initiatives, employee engagement, and retention strategies Cross-Functional Operational Partnership Collaborate with Directors and Business Leaders across departments to support operational alignment, workforce planning, and service delivery initiatives Translate business demand, operational needs, and customer experience expectations into workforce and operational execution strategies Participate in strategic operational planning discussions to ensure organizational scalability, operational consistency, and service level achievement across all supported business units Maintain regular operational reviews with departmental leaders to ensure alignment on operational priorities, workforce requirements, and performance expectations

Reporting Structure Reports To:

Chief Commercial Officer (CCO)

Benefits:

401(k) Dental insurance Employee discount Health insurance Life insurance Paid time off Retirement plan Vision insurance Application Question(s): Do you have from 3 to 5 years experience in Workforce Management in Call Center? Do you have from 3 to 5 years experience in Workforce planning for Call Center? Do you have from 3 to 5 years experience in Staffing Optimization?

Experience:

Call Center KPI's :

5 years (Required)

Language:

English (Required) Spanish (Required) Ability to

Commute:

Doral, FL 33122 (Required) Willingness to travel: 25% (Required)

Work Location:

In person

Requirements:

QualificationsEducation Bachelor's Degree in Business Administration, Operations Management, Workforce Management, Industrial Engineering, Hospitality Management, Communications, Analytics, or a related field required MBA, Master's Degree, or advanced certifications in Workforce Management (WFM), Operational Analytics, Business Intelligence, Data Analytics, or Contact Center Operations preferred Preferred certifications or advanced knowledge in Workforce Management platforms, forecasting methodologies, operational reporting, or capacity planning strategies Experience Minimum 5 years of experience leading large-scale Contact Center Operations, Workforce Management (WFM), Revenue Performance Management (RPM), or Operational Performance environments Proven experience managing organizations with 100+ agents, multiple operational business units, and layered leadership structures Strong experience in workforce planning, staffing optimization, forecasting, occupancy management, scheduling strategy, service level governance, and operational analytics Experience developing operational dashboards, KPI frameworks, performance scorecards, and executive reporting structures Demonstrated ability to lead operational efficiency initiatives focused on workforce utilization, productivity optimization, service performance, and operational scalability Preferred experience within hospitality, travel, luxury services, vacation ownership, customer experience operations, or multinational organizations Technical & Operational Skills Advanced analytical and operational problem-solving capabilities Strong understanding of Workforce Management (WFM) systems, operational reporting platforms, forecasting methodologies, and performance analytics tools Experience with operational KPIs including occupancy, shrinkage, service levels, adherence, utilization, forecasting accuracy, and staffing efficiency Strong ability to translate operational data into actionable workforce and business strategies High proficiency in Microsoft Excel, operational analytics, reporting tools, and performance management frameworks Languages Fully bilingual in English and Spanish (written and spoken) Travel Requirements Availability to travel domestically and internationally, including occasional travel to Mexico Work Location On-site position based in Doral, Florida Additional Requirements Candidates must include salary expectations as part of the application process