Director, Workforce Management, Customer Experience & Quality

At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world. How? Our global team of more than 7,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We are grounded in our cultural beliefs and serve more than 650 clients ranging from innovative biotech start-ups to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to market and support the patients who depend on them. Our jobs, skills and talents are unique, but together we make an impact every day. Join us!  Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds and swaths of life to help build the future of the healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs. We are deliberate and self-reflective about the kind of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about EVERSANA, our people, clients and most importantly, the patients we serve. We are EVERSANA.   We are seeking a Director level professional, capable of carrying out supervisory responsibilities in accordance with the organization's policies and applicable laws. The ideal fit will have proven leadership building and scaling Workforce Management, Quality Management, and Operations Training functions within a multi-site, multi-channel operations environment. In this role, you will be interviewing, hiring, and training associates; planning, assigning, and directing work; appraising performance; and other associate issues as they may arise. This role requires extensive experience designing and implementing staffing models, forecasting methodologies, and capacity plans for both call center (phone) and non-phone/back-office operations functions, as well as prior experience in a BPO, outsourced services, or other B2B operations environment are highly preferred. ESSENTIAL DUTIES AND RESPONSIBILITIES: Our employees are tasked with delivering excellent business results through the efforts of their teams.  These results are achieved by: Lead and oversee the Workforce Management, Quality Management, and Operations Training functions, providing strategic direction and functional leadership to contributors within each discipline. Design, build, and continuously refine staffing models, forecasts, and capacity plans for both call center/phone operations and non-phone/back-office operations functions to ensure appropriate coverage across all lines of business. Serve as the organization's subject matter expert on the NICE contact center and workforce management platform (NICE CXone, NICE WFM), directing configuration, administration, and ongoing optimization to support forecasting, scheduling, and real-time management. Serve as a key stakeholder leader in the organization's relationship with NICE as a strategic platform vendor, partnering with Operations and IT to guide system upgrades, integrations, and rollout of new features that scale the platform to meet the needs of a multi-site, multi-channel operation. Partner with Operations and Client Services leadership to develop long-range workforce plans that support new business implementations, client growth, and RFP responses. Establish and govern real-time management practices, ensuring workforce optimization adjustments are made based on volume, activity, and service level performance across all channels. Oversee the development and administration of quality monitoring programs, scorecards, calibration sessions, and quality-related coaching to ensure consistent, high-quality service delivery. Direct the design and delivery of new-hire and ongoing training curricula for operations staff, ensuring programs align with evolving business needs and quality standards. Analyze workforce, quality, and training trends across sites and channels; proactively communicate findings to senior leadership and implement corrective action plans as needed. Develop and present executive-level reporting and dashboards covering workforce, quality, and training performance metrics for internal and external (client) stakeholders. Identify and implement process improvements, best practices, and standardized policies for the Workforce Management, Quality, and Training functions across all sites. Lead, mentor, and develop a team of individual contributors across Workforce Management, Quality, and Training, fostering a culture of accountability, collaboration, and continuous improvement. Partner cross-functionally with HR, IT, and Operations leadership on the tools, technology, and systems supporting workforce management, quality, and training (e.g., WFM platforms, quality monitoring systems, learning management systems). Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias. All other duties as assigned. Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of EVERSANA to provide reasonable accommodation when requested by an employee with a disability, unless such accommodation would cause an undue hardship for EVERSANA. If reasonable accommodation is needed to perform the essential functions of your job position, please contact Human Resources. PEOPLE LEADER People leaders must possess both the skills to effectively accomplish these tasks and the emotional intelligence to do so in alignment with our cultural values.  In addition to the critical management and leadership tasks listed above, this role also includes the following unique responsibilities: Responsible for and oversee their respective departments. Interview, select and supervise the activities of the department staff; communicate interpret and discuss with team the company policies and procedures. Determine job objectives, work methods and performance standards; review performance relative to departmental objectives discussion appraisal with each employee and performance; authorize and communicate salary changes, promotions, transfers, discipline, and discharge and administer all other personnel actions. EXPECTATIONS OF THE JOB: Travel (Up to 15%, for site visits, client meetings, and team on-sites) Hours (40 hours a week, Monday - Friday) The above list reflects the general details necessary to describe the expectations of the position and shall not be construed as the only expectations that may be assigned for the position. An individual in this position must be able to successfully perform the expectations listed above MINIMUM KNOWLEDGE, SKILLS AND ABILITIES: The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required. Education : Bachelor’s degree in business, operations management, or related field required; Master’s degree preferred, or equivalent experience  Experience and/or Training : Minimum 8+ years of progressive experience in workforce management, with direct leadership experience across Workforce Management, Quality, and/or Training functions within a multi-site, multi-channel operations environment; prior experience in a BP