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EVERSANA is a global commercialization services company serving the life sciences industry with 7,000+ employees and 650+ clients ranging from biotech startups to established pharmaceutical companies. We are seeking a Director-level professional to lead and scale Workforce Management, Quality Management, and Operations Training functions across a multi-site, multi-channel operations environment.
In this role, you will provide strategic direction and functional leadership across three core disciplines. You will design, build, and continuously refine staffing models, forecasts, and capacity plans for both call center/phone operations and non-phone/back-office functions to ensure appropriate coverage. You will 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 optimization to support forecasting, scheduling, and real-time management.
Key responsibilities include: partnering with Operations and Client Services leadership to develop long-range workforce plans supporting new business implementations and client growth; establishing and governing real-time management practices to optimize workforce adjustments based on volume, activity, and service level performance; overseeing quality monitoring programs, scorecards, calibration sessions, and coaching to ensure consistent service delivery; directing the design and delivery of new-hire and ongoing training curricula aligned with business needs; analyzing workforce, quality, and training trends across sites and channels; developing executive-level reporting and dashboards for internal and external stakeholders; identifying and implementing process improvements and standardized policies; and leading, mentoring, and developing a team of individual contributors.
You will also 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 new feature rollouts. This role requires extensive experience designing and implementing staffing models and forecasting methodologies in a multi-site environment, with prior experience in BPO, outsourced services, or B2B operations highly preferred. You will demonstrate commitment to diversity, equity, and inclusion through continuous development and inclusive leadership behaviors.
