Jenn Kurtz

About Jenn Kurtz

I’m a strategic and people-centered leader in Call Center Operations, Workforce Management, and Enterprise Transformation. I’m passionate about elevating both the employee experience and customer satisfaction while delivering on operational and financial goals.With a strong foundation in real-time workforce optimization, Real Time Command, Short-term Planning and WFM tools like NICE IEX, Intradiem, and Genesys, I build and lead high-performing teams that thrive in fast-paced, high-volume environments. My superpower? Translating big-picture vision into tactical, trackable actions—and then driving accountability, clarity, and results across complex operations.I specialize in: • Large-scale technology and cultural transformation • Strategic workforce planning & operational excellence • Building executable processes that improve CX while reducing costs • Creating scalable infrastructure for growth • Coaching leaders and frontline teams to deliver consistent performanceWhether I’m modernizing contact center support, reinventing real-time command centers, or simplifying complex processes, I bring a blend of strategic vision, operational rigor, and a deep belief in human potential. I’m energized by the challenge of aligning people, tools, and data to create environments where everyone can win—the business, the customer, and the employee.If you’re looking for someone who can lead through complexity, operationalize strategy, and build future-ready workforce operations…I’d love to connect.

Experience

1. Director of Workforce

   AT&T

   May 2024 — Present · Harrisburg, PA, US

Education

• HACC, Central Pennsylvania's Community College

  Associate's degree, General Studies; Education

  2008