Director, Workforce Planning

🕒 October 15

🇺🇸 United States – Remote

💵 $135.4k - $227.6k / year

⏰ Full Time

🔴 Lead

👔 Director

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Zillow

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2006

🏠 Real Estate

🛍️ eCommerce

👥 B2C

💰 $4.1M Post-IPO Equity on 2012-12

Real Estate • eCommerce • B2C

Zillow is a leading real estate and property rental marketplace that provides comprehensive information on homes, apartments, and properties for sale or rent. It offers users tools to search for properties, calculate mortgage rates, and connect with real estate agents. The platform also features innovative algorithms that provide Zestimates, which are estimated market values of homes. Zillow is a go-to resource for individuals looking to buy, sell, or rent properties, as well as for agents and brokers who want to reach a wider audience.

📋 Description

• Set the enterprise workforce management strategy for contact center operations • Lead long-range and annual workforce planning, demand forecasting, hiring plans, and budget inputs • Design and govern standardized WFM policies, frameworks, and KPIs • Oversee forecasting, scheduling, and real-time management functions • Provide leadership, coaching, and development to team leaders and analysts • Partner with Operations, Sales, Finance, HR, and vendor partners on staffing strategies and workforce initiatives • Champion the roadmap for WFM tools and technology, including AI, telephony routing, and reporting solutions • Drive continuous improvement in forecast accuracy, schedule efficiency, shrinkage management, and intraday execution • Provide executive-level insights and recommendations through storytelling, dashboards, and operational reviews

🎯 Requirements

• Bachelor’s degree in Business, Operations Management, Mathematics, Statistics, Finance, Industrial Engineering, or a related field • 10+ years of experience in workforce management, contact center operations, or a closely related field • 5+ years in a people leadership role leading multi-function teams • Experience owning enterprise or large-scale workforce planning, forecasting, and scheduling for high-volume, multi-channel environments, including BPO vendor partners • Proven success using data and analytics to diagnose performance drivers, improve forecast accuracy, and optimize staffing, productivity, and customer or sales outcomes • Track record of influencing senior leaders and cross-functional partners with clear, data-driven recommendations in a fast-paced, high-growth environment • Working knowledge of WFM platforms such as Aspect, Genesys, or NICE, and related telephony or CRM tools

🏖️ Benefits

• Equity awards based on experience, performance, and location • Remote work from a physical location of choice • Flexible distributed work through Cloud HQ • Equal employment opportunity and accommodation support

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