Joanne Murphy

WORK HISTORY

ABOUT JOANNE MURPHY

I’m a Workforce Management leader with 20+ years of experience building and scaling WFM strategy across Sales and Customer Experience organizations in high-growth, complex operating environments.Currently, I serve as Director of Workforce Management at National Debt Relief, where I own workforce planning strategy supporting employees across forecasting, capacity planning, scheduling, real-time operations, and workforce analytics. I partner closely with executive leadership in Operations, Finance, and HR to translate business growth plans into staffing strategies and labor budgets that balance service delivery, employee experience, and financial outcomes.I specialize in building WFM functions from the ground up, modernizing workforce technology, and establishing scalable operating models. Previously, as Director of Workforce Management at Hopper, I built a global WFM organization during hyper-growth, scaling from ~150 to ~1,300 employees in one year and leading the enterprise implementation of Calabrio.Earlier in my career, I held senior Workforce Management roles at Uber, Amazon, and Mercer, where I led global workforce planning initiatives, standardized WFM processes, and supported large, multi-site, omni-channel operations.I’m known for a data-driven, financially grounded approach to workforce planning, strong executive partnership, and building high-performing WFM teams that enable growth without sacrificing discipline.