Senior Director, Workforce Optimization
Tasks
- Analyze backlog aging and intake versus closure
- Build and validate staffing and caseload models
- Build performance and quality scorecard
- Conduct root cause analysis and corrective actions
- Design coaching and performance improvement plan framework
- Drive workflow redesign and continuous improvement
- Establish reporting cadence
- Govern KPI definitions
- Lead cross functional stakeholder alignment on staffing and performance standards
- Lead operational excellence initiatives
- Manage and coach direct reports
- Monitor capacity and early warning trends
- Oversee time studies
- Present capacity performance and quality trends to executives
- Prioritize tooling for policy and procedure access
- Translate quality audit findings into coaching plans
Perks/Benefits
- 401k retirement plan
- Dental insurance
- Employee assistance program
- Medical insurance
- Occasional business travel
- Paid time off
- Remote work
- Vision insurance
Skills/Tech-stack
Business Intelligence | Capacity Management | Caseload Modeling | Cause analysis | Change Management | Coaching | Corrective Action | Data Validation | Excel | KPI Reporting | Lean | Operational excellence | Performance Management | Power BI | Process Improvement | Root Cause Analysis | Root cause | Root cause corrective action | Six Sigma | Staffing models | Statistical Analysis | Time studies | Workforce Planning
Education
Roles
Director | Operations | Operations Director | Senior Director
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