Director, Workforce Management

Responsibilities

• Own the end-to-end WFM strategy across Customer Service, Verifications, Servicing, Collections, Fraud, and QA
• Lead the transition to a hybrid on/offshore operating model, managing capacity between onshore staff and BPO partners
• Define and drive the WFM automation roadmap, including queue monitoring, agent skilling, and system integrations
• Serve as the enterprise authority on capacity decisions and staffing risk for senior leadership
• Partner with Technology, Ops Product, and Analytics teams to ensure stable and actionable forecasting models and dashboards
• Lead and develop the WFM team by establishing clear coaching structures and a data-driven culture

Requirements

• 8+ years of experience in Workforce Management
• 3+ years in a senior leadership role within a multi-channel contact center
• Experience managing hybrid on/offshore WFM models and BPO partner relationships
• Proficiency with WFM platforms, including automation and queue management
• Strong analytical skills with proficiency in SQL, Tableau, or DBvisualizer
• Proven ability to influence cross-functionally and improve key metrics like SLA, occupancy, and cost

Preferred Qualifications

• Bachelor's degree in Business, Operations, Data Analytics, or equivalent experience
• Background in fintech, financial services, or a high-growth startup environment
• Experience leading WFM through significant contact center model transitions

Benefits

• Competitive salary and stock option plan
• 100% paid coverage of medical, dental, and vision insurance
• Flexible PTO
• Competitive 401(k) and RRSP program
• Paid parental leave and health & wellness initiatives

About the Company

Upgrade helps customers move in the right direction with affordable and responsible financial products. Since 2017, we’ve helped over 7.5 million customers access over $42 billion in consumer credit. We are a high-growth fintech company recognized by CNBC, Forbes, and Newsweek as a top employer.