Sr. Director Resource Planning and Operations Analytics

Senior Director, Resource Planning & Operations Analytics Job Summary The Senior Director, Resource Planning & Operations Analytics provides enterprise leadership for the integrated resource management function, encompassing Workforce Management and Operations Analytics. This leader directs the long- and short-range forecasting, capacity planning, staffing, scheduling, intraday management, operational analytics, business intelligence, performance reporting, and resource optimization capabilities that enable the organization to meet service, quality, turnaround-time, productivity, client, and financial commitments.

Working through Directors and other people leaders, the Senior Director aligns workforce strategy and analytical insight across business units, operating models, and work types, translating complex demand, workforce, and operational data into clear decisions and sustained business results. Organizational Scope & Leadership Provides strategic direction and accountability for the Workforce Management and Operations Analytics teams, including the Directors who lead those functions.

Owns an enterprise resource management operating model that connects demand, capacity, workforce supply, skills, schedules, productivity, cost, quality, and customer or client commitments. Exercises significant autonomy in decisions that shape functional strategy, policy, investment priorities, and operating effectiveness over a multi-year horizon. Partners with executive leadership, Operations, Finance, Technology, Human Resources, Implementation, and Client Management to reconcile competing priorities and enable coordinated execution.

Essential Duties and Responsibilities Establish and execute a multi-year strategy and annual operating plan for resource planning and operations analytics, aligned to enterprise objectives, growth plans, and changing business needs. Lead, coach, and develop the Directors and managers responsible for Workforce Management and Operations Analytics; build succession strength, functional depth, and a culture of accountability, curiosity, and continuous improvement.

Set the integrated forecasting strategy for short-term, medium-term, and long-range demand, workload, staffing, and capacity plans; ensure assumptions, methodologies, and outputs are transparent, actionable, and routinely recalibrated. Direct workforce planning, hiring models, staffing strategies, skills planning, scheduling standards, and capacity management so resource supply is aligned with anticipated work demand and budget expectations.

Oversee intraday and near-term resource optimization across inbound, outbound, digital, case, fax, and other offline work, including the timely movement of resources as demand, backlog, system conditions, and performance risks change. Ensure Workforce Management practices support contractual and operational requirements, including service level, average speed of answer, turnaround time, quality, utilization, productivity, and client performance commitments.

Guide the design and use of scheduling, workload routing, queue management, and contingency practices that optimize employee availability, cross-functional resource sharing, and business continuity. Direct enterprise operational analytics, business intelligence, reporting, and performance measurement programs that give leaders an accurate, common view of operational health, risk, opportunity, and results.

Sponsor executive dashboards, scorecards, and performance narratives that translate complex data into concise, decision-ready recommendations and quantify the expected operational and financial impact. Establish governance for data definitions, metric ownership, reporting standards, forecasting inputs, analytical methodologies, documentation, and quality controls to strengthen trust in enterprise reporting.

Advance the use of predictive analytics, scenario modeling, simulation, optimization, automation, and self-service reporting to improve planning