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← Aura

Director, Workforce Management

Aura
Location
Remote USA
Posted
1 month ago
Department
Customer Experience
Salary
$120,000–$140,000
What they actually want (must-haves)
  • 5+ years of workforce management experience within a contact center environment
  • 5+ years of leadership experience
  • Experience leading a WFM function or team
  • Strong analytical skills in forecasting, capacity planning, scheduling, and real-time management
  • Experience with WFM software (e.g., Verint, NICE, Aspect) and telephony systems (e.g., Five9, RingCentral, Genesys)
  • Proven ability to collaborate with Operations leaders
Nice to have
  • Experience serving as the primary contact and subject matter expert (SME) for WFM and telephony systems
  • Experience leading and scaling a global WFM team
What the job really is

The Director of Workforce Management at Aura will lead the strategic planning and execution of workforce management functions for a 180-person customer support operation. This role involves developing staffing strategies, managing a WFM team, overseeing telephony and workforce management systems, and collaborating with cross-functional leaders to enhance customer experience. The position requires strong analytical skills and the ability to drive innovation in support delivery.

Benefits
  • Competitive pay
  • Generous health and wellness benefits
  • Retirement savings plans
  • Parental leave
  • Remote work opportunity
Things to weigh
  • Pay range is $120,000–$140,000, which may vary based on experience
  • Position is remote but candidates must be US-based
  • Experience with automation and AI tools is a plus, but not required
Job score4.2/5
Benefits3/5
Freshness4/5
Career value4/5
Role clarity5/5
Pay transparency5/5

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