Director, Workforce Engagement Management (WEM)

The Director of Workforce Engagement Management will play a pivotal role in our Omnichannel transformation and is responsible for architecting and operationalizing a next-generation workforce strategy that transitions the organization from fragmented, channel-specific delivery (voice, email, chat) to a fully integrated, AI-enabled Omnichannel model.

This role will unify workforce planning, forecasting, scheduling, real-time management, and agent experience under a single WEM framework, leveraging automation, AI, and advanced analytics to drive productivity, reduce cost-to-serve, and elevate customer experience across global travel operations.

As Director, Workforce Engagement Management, you will serve as a strategic and hands-on leader, ensuring workforce and service delivery models scale effectively to meet business needs.

Standard

Lead the migration from siloed channel operations to a blended, skill-based Omnichannel workforce model
• Define and implement universal queue and routing strategies across voice, chat, email, and digital channels
• Align workforce structures to support end-to-end traveler journeys vs. channel-specific handling
• Partner with Technology to embed WEM capabilities into CCaaS (Contact Center as a Service)
• Integrate AI-driven capabilities including:
• Intelligent forecasting and capacity planning
• Automated scheduling and intraday optimization
• Real-time agent assist and copilots
• Chatbots and virtual agents for demand deflection
• Drive adoption of predictive and prescriptive analytics to improve decision-making
• Establish governance for human + AI blended workforce models
• Own global workforce planning across regions (NA, offshore, global expansion)
• Optimize: Headcount models and staffing ratios, shrinkage and occupancy, cost-to-serve by channel and customer segment
• Build scalable models to support offshoring and BPO integration without service degradation
• Establish productivity standards across channels (e.g., transactions per hour, blended utilization)
• Drive improvements in metrics: agent efficiency, revenue per booking/transaction, first contact resolution, customer satisfaction
• Implement real-time performance management frameworks with actionable insights
• Redesign the agent experience for Omnichannel delivery:
• Unified desktop experience
• Simplified workflows
• AI-assisted guidance
• Lead engagement strategies that improve: retention, training effectiveness, multi-skill enablement
• Governance, Reporting & Insights
• Build executive-level reporting across:
• Workforce efficiency
• Service performance (SLA, ASA, response times)
• Financial outcomes (cost, revenue yield)
• Deliver actionable insights linking workforce decisions to client experience and profitability
• Establish global governance standards for WEM practices

• This position may have direct and/or indirect reports which includes responsibility for overall performance management, including hiring, training, coaching, feedback, development, etc.
• Models the way for employees and sets a positive example by demonstrating our core values.
• Provides ongoing feedback and supports team member growth by working with employees and encouraging growth plans.
• Drives employee engagement. Facilitates regular and ongoing conversations about employee engagement and takes action to improve team and organizational culture.

• Embrace CTM's core values of Connect, Deliver and Evolve.
• Professional, collaborative & supportive interaction with employees, clients, suppliers or vendors
• Ability to work independently as well as part of a team.
• Appropriate and professional written and verbal communication.
• Demonstrates calm under pressure - is a proactive contributor and eager to learn.
• Advanced proficiency in Microsoft Office Suite and workforce analytics tools, leveraging data to generate insights, inform capacity planning, and communicate performance at an executive level
• Strong analytical and financial acumen, with the ability to translate workforce data (forecasting, utilization, cost-to-serve) into actionable strategies that drive productivity and efficiency
• Proven ability to synthesize complex, multi-channel operational data and make timely, high-impact decisions in a dynamic, AI-enabled environment
• Exceptional attention to detail with a systems mindset, ensuring data integrity, forecasting accuracy, and alignment across Omnichannel workforce models
• High level of ownership and accountability, with a track record of delivering measurable outcomes in fast-paced, transformation-driven service operations

• Bachelor's degree in Business, Operations, Analytics, or related field preferred
• Equivalent combination of education and relevant experience will be considered
• 8+ years of experience in Workforce Management / Workforce Engagement
• Experience leading global or multi-region teams, including offshore delivery models
• Proven leadership in Omnichannel transformation within complex service environments
• Expertise with WEM platforms: Contact Center as a Service (CCAS)
• Experience implementing AI and automation on contact center or service operations

• Advanced analytical, strategic, and financial capabilities, including expertise in WFM systems, labor forecasting, productivity analytics, and historical volume analysis, with a demonstrated ability to drive data-informed decisions.
• Demonstrated ability to improve cost-to-serve, productivity, and service performance simultaneously
• Excellent communication, negotiation, and interpersonal skills with the ability to influence and collaborate across global partners
• Strong understanding of workforce planning, forecasting, and real-time management

CTM NA is an equal opportunity employer and is committed to fostering a diverse, equitable, and inclusive workforce. All qualified applicants applying for job openings posted in the U.S. will receive consideration for employment without regard to, and will not be discriminated against on the basis of, race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, marital status, or any other characteristic or status protected by applicable law.

If you are a qualified individual with a disability or a disabled veteran and would like to request an accommodation in order to apply for a position, you may contact us at na.careers@travelctm.com.com. We will make every effort to respond to your request for assistance as soon as possible. Please provide a preferred contact method for response via email or phone.

Flexible work arrangements are available. Depending on role, location, and business needs, colleagues may work onsite, hybrid (combination of in-office and virtual) or fully virtual.

Click https://www.dol.gov/general/topic/discrimination to view EEO and Other Legal Notices.

BENEFITS PROGRAM

We provide competitive and comprehensive benefits programs, tailored to each part of the globe our people work in. From walking and fitness challenges to volunteer experiences, flexible work environments, generous leave programs and retirement plan options, we offer ways to support you in every stage of living your best life.

Company Paid Basic Life & AD&D Insurance

Company Paid Short-Term Disability

Voluntary Long-Term Disability Insurance

Robust Wellness Program with incentives available to save money on your medical insurance premiums.

Supplemental Life; Accident; Cancer; Critical Illness; Identity Theft Protection and Legal Coverage

Three medical plan offerings including a High Deductible Health Plan, HMO plan (available in select states) and a Co-Pay medical plan.

Health Savings Account (HSA) with company core contribution and match, on a per pay period basis if enrolled in the HDHP medical plan.

Flexible Spending Accounts

Dependent Care Savings Account.

Dental Insurance Plan

Vision Insurance Plan

9 Company Paid Holidays including the day after Thanksgiving.

Generous paid time off programs for vacation and sick days

Employee Assistance Plan with access to Talk Space Therapy

Family Medical Leave

Paid Parental Leave (4 weeks)

Maternity benefits utilizing company paid STD, plus Parental Leave (4 weeks) to provide time for recovery, baby bonding, and enjoying your family time.

Bereavement Leave

401(k) Retirement Plan with a generous match per pay period

Student Loan Payment Match

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