Risepoint assists primarily regional universities in increasing their access and impact by making their academic programs available to students online. Founded in 2007, Risepoint's mission is to expand access to high-quality, affordable, and workforce-relevant education, especially for working and adult students. Risepoint brings single-minded dedication to student success, an integrated set of services, and data-driven performance to our collaboration with university partners.

The Student Contact department resides within the Student Success Center (SSC) organization. Specialists triage calls from prospective students and conduct a warm transfer to a Student Engagement and/or Student Retention Specialist. The Student Contact Center also provides overflow support for student calls.

Job Summary

The Director, Workforce Management (WFM) is responsible for implementing, designing and maintaining, a Risepoint workforce management planning and optimization platform for the Student Success Center (SSC). This role is accountable for forecasting, real-time workforce management execution, adherence monitoring and reporting, scenario modelling, and WFM technology administration using a data-driven approach. The Workforce Management role blends deep analytical expertise, system optimization, and strategic insight to drive operational efficiency, cost management, and exceptional employee and student experiences. This role supports customer-facing teams and must collaborate with various business units to provide the knowledge, tools, and resources necessary for success. This leader will be responsible for and supported by a WFM Analyst who will help manage day-to-day planning, forecasting, reporting and administration of the platform.

Key Duties and Responsibilities

Forecasting & Strategy:

• Design, implement, and continuously improve a new Workforce Management platform and associated strategies across multiple business units to ensure optimal performance and service levels.
• Conduct workforce planning and long-range forecasting using advanced models for all business units, incorporating business trends, employee behaviors, and organizational initiatives.
• Serve as the cross-functional workforce planning lead, partnering with Operations, Technology, Finance, and People Team to inform strategic decisions related to SSC headcount planning and best practices.
• Oversee the daily activities and accountabilities of the WFM Analyst and ensure their development in their role.

Monitoring & Reporting:

• Serve as primary owner for end-to-end Workforce Management to include administration, forecasting, scheduling, and real-time monitoring.
• Generate detailed reports on workforce performance, such as adherence, shrinkage, attendance, and impact on operations, using these insights to drive continuous improvement.

Stakeholder/Vendor Management:

• Meet regularly with SSC leadership regarding employee scheduling and adherence, and provide actionable insights through reporting and analysis.
• Meet regularly with internal technology resources and external vendor to develop and enhance Workforce Management tools to better support employees and achieve business goals.
• Serve as primary point of contact with WFM platform vendor to ensure functionality, updates and smooth operation of platform.

Additional Position Responsibilities

• Perform in accordance with Risepoint Policies and Values.
• Perform other duties as assigned.

Travel Required

On a limited basis, 2-3x per year.

QUALIFICATIONS

Bachelor’s Degree (with preference in Business/Workforce/Operations Management, Statistics, Economics/Finance or related fields)

Minimum of 5 years’ experience in Contact Center Workforce Management roles, with increasing responsibility.

Skills/Knowledge/Abilities

CRM (preferably Salesforce)

WFM Platforms (preferably NICE)

Analytical Skills

Forecasting / Capacity Planning

Communication Skills (Oral & Written)

Microsoft Office Suite

People Leadership

Presentation Skills

Tableau/Power BI

Project Management

Risepoint is an equal opportunity employer. We celebrate diversity and are committed to creating an equitable environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other characteristic protected by applicable state or federal laws.