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Regular or Temporary:

Regular

Language Fluency:  English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

Leads and is accountable for workforce management strategy, performance, and governance across Truist Care Centers, with direct responsibility for service delivery and client experience outcomes at scale. Oversees workforce planning, forecasting, capacity management, and intraday performance for Care Center operations impacting a significant share of Truist client interactions.

Establishes and enforces enterprise workforce management standards, controls, and policies to ensure consistent, reliable, and compliant performance. Serves as the enterprise partner for workforce management technology, shaping platform strategy, application roadmaps, and data quality. Models The Truist Way by driving sustained performance through disciplined execution, care for teammates, and a focus on outcomes that matter to clients.

Essential Duties and Responsibilities

Following is a summary of the essential functions for this job.  Other duties may be performed, both major and minor, which are not mentioned below.  Specific activities may change from time to time.  

Care Center Workforce Strategy and Performance Accountability

1. Leads and is accountable for Care Center workforce capacity and forecasting strategy and related performance outcomes

2. Holds accountability for service performance, capacity alignment, and related client experience impact at scale

3. Aligns workforce priorities to Care Center objectives, client experience commitments, and financial plans

4. Partners closely with Care Center Directors to influence execution of organizational change and ensure service performance remains strong or improves through change

5. Ensures sustained service level performance across Care Center operations through clear accountability and disciplined execution

Forecasting, Capacity Planning, and Intraday Performance at Scale

6. Leads long‑range, short‑term, and near‑term forecasting to support Care Center operations at scale

7. Oversees capacity planning and staffing strategies balancing client experience, teammate experience, and financial efficiency

7. Directs intraday performance management during demand volatility, incidents, and high‑impact events

8. Ensures timely recovery actions when performance deviates from established targets, including clear tradeoffs and execution paths

Enterprise Standards, Controls, and Policy Authority

9. Establishes and enforces enterprise standards for forecast accuracy, schedule effectiveness, and intraday performance management across Truist Care Centers

10. Defines control frameworks and performance thresholds to ensure consistency, reliability, and transparency of workforce outcomes

11. Establishes workforce management policies governing forecasting, staffing, attendance, time off, and intraday controls

12. Ensures workforce practices meet Truist risk, compliance, and governance expectations

Performance, Risk, and Benefits Stewardship

13. Holds accountability for workforce‑related outcomes including service level attainment, forecast accuracy, adherence, client wait time, abandonment, staffing efficiency, and cost to serve

14. Identifies and mitigates systemic risks impacting Care Center performance and client experience, including readiness risks tied to volume shifts and operational change

15. Oversees benefits realization for workforce initiatives including financial optimization, productivity gains, and client experience improvements

16. Provides executive‑level reporting on performance trends, risks, and tradeoffs with clear recommendations and expected impact

Technology Strategy, Data Quality, and Platform Leadership

17. Serves as the enterprise partner for workforce management technology supporting Truist Care Centers

18. Shapes application strategy and roadmap decisions to improve forecasting accuracy, scheduling effectiveness, intraday responsiveness, and usability

19. Leads efforts to improve data quality, integration, and reporting to strengthen decision confidence and transparency

20. Ensures workforce platforms scale reliably and support enterprise performance needs

Governance, Continuous Improvement, and Talent Leadership

21. Establishes governance routines for workforce performance, risk, and improvement oversight

22. Drives continuous improvement across forecasting, staffing, scheduling, and intraday processes

23. Builds and leads a senior workforce management organization capable of sustained performance at scale

24. Develops leaders with strong analytical rigor, operational judgment, and accountability for outcomes

25. Models values‑aligned leadership that promotes engagement, care for teammates, transparency, and continuous learning

Required Qualifications:
The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Bachelor’s degree in Business or a related field, or equivalent relevant experience

2. Ten years of experience in workforce management and or large‑scale contact center operations

3. Demonstrated accountability for workforce performance impacting significant client populations and enterprise outcomes

4. Proven experience establishing enterprise standards, controls, and policies

5. Demonstrated ability to influence and align senior leaders through insights‑driven communication and clear decision framing

6. Experience partnering with technology teams to shape application strategy and improve data quality

7. Strong executive presence with the ability to make and defend high‑impact decisions while supporting collaboration and continuous improvement

8. Strong written and verbal communication skills, including executive‑level reporting

Preferred Qualifications:

1. Experience leading workforce management at enterprise scale

2. Experience governing performance standards across large, complex operations

3. Deep expertise with workforce management platforms, analytics, and data integration

4. Strength in quantitative analysis, financial modeling, and operational risk management

General Description of Available Benefits for Eligible Employees of Truist Financial Corporation: All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position. Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. For more details on Truist’s generous benefit plans, please visit our Benefits site. Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan. As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.

Truist is an Equal Opportunity Employer that does not discriminate on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status, or other classification protected by law. Truist is a Drug Free Workplace.

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