Director Of Workforce Management

Position Summary:

We are seeking a strategic, results-oriented Director of Workforce Management and Sales Operations to optimize our multi-channel sales and operations teams. This director-level role requires a data-driven leader with a proven track record in workforce management, sales operations, and process optimization across multiple engagement channels. The ideal candidate will drive operational excellence by aligning WFM and sales strategies to support growth, ensure productivity, and maximize profitability.

Responsibilities:

Workforce Management Optimization

• Configure and maintain WFM system to ensure effective scheduling, accurate forecasting, and real-time monitoring, adapting schedules to meet service level objectives.
• Regularly update and validate employee information, schedules, and system parameters within the WFM platform to ensure data integrity and effective staffing.
• Develop and adjust schedules, ensuring optimal staffing levels across omnichannel operations based on historical data, trends, and real-time analysis.
• Generate and distribute detailed dashboards and ad hoc reports on workforce performance, adherence, and other key metrics to support planning and decision-making.
• Proactively analyze WFM data to identify patterns, trends, and areas for improvement in workforce utilization and productivity.
• Collaborate with vendors and internal stakeholders to troubleshoot and resolve system issues.
• Conduct and facilitate employee training on workforce management software and related communication tools.

Sales Operations & Strategy Development

• Develop and execute comprehensive sales strategies tailored to each channel, including phone-based, live events, and affiliate partnerships.
• Identify and prioritize target markets and customer segments for each channel to maximize reach and engagement.
• Implement and refine go-to-market strategies for new products and services across all channels.
• Analyze market trends and competitive landscapes to inform sales and customer engagement strategies.
• Oversee day-to-day sales operations, ensuring seamless coordination between Sales Support, Sales Enablement, and Quality Assurance

Performance Analysis & Reporting

• Generate and distribute regular reports on sales and workforce performance to executive leadership, highlighting trends, opportunities, and areas for improvement.
• Provide actionable insights to improve sales effectiveness and workforce productivity across all channels.
• Develop and track key performance indicators (KPIs) for both Sales and WFM functions to drive continuous improvement.

Qualifications:

• Education: Bachelor's degree in Business, Marketing, or a related field.
• Experience: 7+ years of experience in sales operations and workforce management roles, preferably with experience in multi-channel environments.

Skills:

• Expertise in multi-channel sales environments (phone-based, live events, and affiliate partnerships), sales operations tools, CRM platforms, and workforce management software.
• Strong leadership and management skills, with the ability to foster collaboration across diverse teams.
• Expertise in sales operations processes, methodologies, and tools, including Salesforce.com and Google Workspace.
• Proficiency in data analysis and business intelligence to support decision-making and optimize channel performance.
• Excellent communication and interpersonal skills to build strong relationships across departments and with executive stakeholders.

Preferred Qualifications:

• Education: MBA in Business, Marketing, or a related field.
• Experience in the financial services or legal industry.
• Knowledge of service and support center operations, workforce optimization, and performance metrics.

Competencies:

Integrity

• Establishes and promotes ethical standards and policies across the organization.
• Leads initiatives to enhance ethical practices.
• Acts as an ethics advisor and mentor at the organizational level.

Communication / Collaboration

• Shapes and drives the communication strategy for the department/function.
• Fosters a collaborative culture and resolves conflicts constructively.
• Serves as a key spokesperson and influencer within and outside the organization.

Critical Thinking / Problem Solving

• Drives strategic problem-solving approaches organization-wide.
• Develops frameworks and methodologies for effective problem-solving.
• Recognized as an expert in resolving critical and complex issues.

Conflict Resolution

• Shapes the conflict resolution culture of the organization.
• Develops programs and policies for conflict management.
• Recognized for resolving complex and high-stakes conflicts.

Developing Others / Empowerment

• Shapes the development and empowerment strategy for the function/ department (organization).
• Develops comprehensive programs for function related talent development.
• Recognized for creating a culture of empowerment and growth.

Anderson Business Advisors has been awarded the Top Places to Work honor by the Las Vegas Business Review Journal 5 years in a row!

Anderson Business Advisors is an award-winning workplace - voted Top Places to Work in 2020, 2021, 2022, 2023 and 2024 by the Las Vegas Business Review Journal, as well as Intuit's Firm of the Future award in 2020. Anderson Business Advisors is growing at a phenomenal rate, and we owe this success to our dynamic team, our commitment to excellent service, and our valued clients.

Serving investors and small business owners nationally since 1999, Anderson Business Advisors is the nation's premier asset protection and tax planning firm. With a focus on providing excellent service, Anderson Business Advisors brings attorneys, CPAs, and other professionals under one roof to empower our clients to protect themselves and their investments from the growing legal and tax threats of an increasingly complex world.

At Anderson Business Advisors, we're looking for friendly, driven, and passionate individuals to help us continue our mission as we empower investors and business owners to preserve and protect their wealth, find financial freedom, and create a legacy for their loved ones and communities.

We support our team with ongoing training and professional development while providing internal advancement opportunities for driven team members who want to grow within Anderson as they succeed professionally and personally.

Anderson Advisors offers robust benefits including:

• Embrace flexibility with a hybrid work schedule, balancing remote and in-office work seamlessly.
• Kickstart your journey with a robust onboarding program that equips you with in-depth knowledge about our organization, services, and products.
• Prioritize your health with comprehensive medical, dental, vision, and short-term disability coverageall provided at no cost to you.
• Plan for the future with a 401(k) matching program, starting at 4% after just 3 months of employment.
• Recharge and rejuvenate with generous paid time off, including 16 days in the first year and 21 days after one year of employment, in addition to 7 paid company holidays.
• Stay active with a $35 monthly gym membership subsidy.

Please note that a full background check, drug screen, internet, and social media search are required for employment. Anderson is an equal opportunity employer, committed to diversity and inclusion as defined by the EEOC.