Director of Workforce Management

Job Description

Renuity is seeking a Director of Workforce Management to join our team here in Charlotte. The Director of Workforce Management is responsible for developing and overseeing workforce planning strategies to optimize staffing, scheduling, and dialer/operational efficiency. This role will be responsible for managing our current Five9 dialer system, developing our enterprise dialing strategy, creating an SOP for how each call center should be using our technology, ensure that resources align with business goals, enhance agent productivity, create staffing forecast by division, be the go-to person for all dialer/tech related issues and work closely with our Five9 TAM. The Director will lead a team of workforce managers and collaborate with Call Center Directors and Center of Excellence. This role requires proven leadership experience in managing workforce management teams, expertise in call center dialer monitoring, proficiency in call center technology and data management, and exceptional communication and analytical skills.

What You’ll Do:

Dialer Management and Improvement:

Lead the management of our current Five9 dialer system and implementation of workforce tools and systems.

Identify and drive process improvements to enhance workforce efficiency.

Manage and develop dialer strategy across all divisions.

Coordinate with Call Center Directors to ensure queue monitoring strategies are in place.

Stay updated on industry trends and best practices in workforce management.

Performance Analysis & Reporting:

Track and analyze key workforce metrics (contact rate, productivity, agent utilization, absenteeism, and scheduling).

Generate reports and provide insights into leadership on workforce performance and optimization opportunities.

Workforce Strategy & Planning:

Develop and implement workforce management strategies to support business objectives.

Forecast staffing needs based on historical data, business trends, and operational requirements

Collaborate with Call Center Director to ensure workforce plans align with talent acquisition and retention strategies.

Design and implement scheduling models to maximize efficiency while maintaining service levels.

Analyze staffing trends and make data-driven recommendations for improvements.

Lead a team of Workforce Manager and develop/implement strategies for success for each call center.

What You'll Bring:

Bachelor's degree in Business, Human Resources, Operations Management, or a related field.

Proficiency in dialer management software (e.g., Five9, Nextiva, RingCentral).

7+ years of experience in workforce management, labor planning, or operations leadership.

Strong analytical and problem-solving skills with experience in data-driven decision-making.

Proficiency in workforce management software (e.g., Kronos, Workforce Now, NICE).

Excellent communication and leadership skills with the ability to work cross-functionally.

Experience in industries such as healthcare, call centers, retail, or manufacturing.

Certification in Workforce Management preferred (CWFM, WFM Certification).

Strong background in business intelligence and reporting tools.

About Us

Renuity is a national leader in the direct-to-consumer home improvement industry, dedicated to transforming spaces and enhancing lives. As one of the fastest-growing providers in the country, we operate under the Renuity brand and through a network of trusted regional companies—including Mad City Windows & Baths, Pacific Bath, FHIA Remodeling, Statewide Remodeling, MaxHome, Rite Window, and Closet America.

Backed by private equity and fueled by an ambitious growth strategy, Renuity has expanded rapidly through strategic acquisitions. Today, we’re focused on unifying our brands, streamlining operations, and delivering exceptional service to homeowners nationwide. We’ve already helped hundreds of thousands of customers upgrade their homes with quality products and expert installation—at competitive prices.

At Renuity, you’ll join a dynamic, fast-paced, and collaborative team where your work directly contributes to the company’s success. Our people work closely with executive leadership, embrace innovation, and drive real impact. Whether you’re in the field or at HQ, you’ll be part of shaping the future of home improvement—and building a career you can be proud of.

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Renuity and its affiliates are committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact .

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