Director, Workforce Management

Partner closely with CX and Operations leaders to ensure alignment between operational processes and workforce management objectives.

Drive opportunities to innovate and improve support delivery through emerging customer support technologies, including AI and automation, with a focus on scalability, efficiency, and customer experience.

Present reports, insights, and recommendations to senior leadership to improve contact center efficiency and customer experience.

5+ years of workforce management experience within a contact center environment, with 5+ years of leadership experience and demonstrated experience leading a WFM function or team.

Strong analytical skills with experience in forecasting, capacity planning, scheduling, and real-time management.

Experience with WFM software (e.g., Verint, NICE, Aspect, or similar) and telephony systems (e.g., Five9, RingCentral, Genesys, or similar).

Proven ability to collaborate with Operations leaders to drive innovation, process optimization, and improved customer experience.

Excellent leadership, coaching, and team development abilities.

Strong ability to prioritize and manage competing demands.

Effective communication and stakeholder management skills.

Ability to work in a fast-paced, dynamic environment and drive continuous improvement.

Experience with automation and AI tools is a plus.

Experience serving as the primary contact and subject matter expert (SME) for WFM and telephony systems.

Experience leading and scaling a global WFM team.

Aura is committed to offering a generous package to support our employees in all aspects of their life in and out of work. Our packages offer competitive pay, generous health and wellness benefits, retirement savings plans, parental leave and much more! Pay range for this position is $120,000–$140,000, but may vary depending on job-related knowledge, skills, experience and location. This position is remote, but candidates must be US-based.

#LI-Remote

Aura is proud to be an equal employment workplace. All qualified applicants will be considered for employment without regard to, and will not be discriminated against based on race, color, ancestry, national origin, religion, age, sex, gender, marital status, sexual orientation, gender identity, disability status, veteran status, or any protected category. Beyond equal employment opportunity, Aura is committed to being an inclusive community where all feel welcome.

Aura is dedicated to providing an accessible environment for all candidates during the application process and for employees during their employment. If you need accessibility assistance and/or a reasonable accommodation due to a disability, please let your Talent Acquisition Partner know.

Important privacy information for United States based job applicants can be found here .