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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 Ce