Associate Director, Delivery Insights, Workforce Optimization

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Oversee the functions of Delivery Insights, Reporting, and Workforce Management to enhance operational performance, workforce efficiency, and strategic decision-making within Service Delivery.

• Create and present executive-level performance insights, reporting, and analysis that highlight trends, risks, opportunities, and actionable recommendations to foster operational and client success.

• Track operational metrics such as service level performance, quality results, productivity, staffing, attendance, adherence, occupancy, shrinkage, utilization, and client-specific KPIs.

• Direct workforce management activities including forecasting, capacity planning, scheduling, real-time management, and workforce governance to align with operational, client, and financial goals.

• Establish reporting governance by creating standardized methodologies, dashboards, data quality controls, and reporting processes that yield accurate and actionable business intelligence.

• Collaborate with cross-functional stakeholders to enhance data quality, automate reporting, increase system adoption, improve reporting efficiency, and enhance business visibility.

• Develop processes to identify, communicate, monitor, and resolve operational risks through trend analysis, root cause investigations, accountability frameworks, and performance improvement initiatives.

• Provide insights and recommendations that support operational enhancements, workforce efficiency, client retention, customer experience initiatives, and business performance goals.

• Manage the reporting and insights schedule for Service Delivery, including weekly, monthly, quarterly, and ad hoc business reviews.

• Work in partnership with Service Delivery, Workforce Management, Quality Assurance, Client Services, Finance, Human Resources, Technology, and other stakeholders to align operational priorities with business objectives.

• Foster a culture of data-driven decision-making, operational accountability, and continuous improvement throughout the organization.

• Lead, mentor, and develop leaders and team members while setting performance expectations, accountability standards, and enhancing organizational capabilities in workforce optimization, analytics, reporting, and operational consulting.

• Comply with company policies and procedures.

• Meet or surpass performance targets for related KPIs.

• Continuously expand knowledge of products, services, and processes by engaging in training programs and ongoing learning modules.

• Collaborate with other departments as necessary.

• Maintain a positive, empathetic, and professional demeanor towards customers and colleagues at all times.

• Execute additional responsibilities as assigned.

⛳️ Requirements

• Bachelor’s degree in Business Administration, Operations Management, Analytics, Statistics, Finance, Information Systems, or a related field is preferred.

• At least ten (10) years of progressive leadership experience in BPO operations, customer experience outsourcing, workforce management, operational analytics, reporting, service delivery, or a similar field.

• Experience leading Workforce Management, Reporting, Analytics, Delivery Insights, Operations, or other cross-functional operational support teams.

• Proven track record in supporting large-scale operations across multiple programs, clients, business units, or geographic locations.

• Strong understanding of workforce management principles, including forecasting, capacity planning, scheduling, real-time management, adherence, occupancy, and shrinkage management.

• Experience in developing executive reporting, dashboards, scorecards, performance frameworks, and analytics that facilitate operational decision-making and bolster business performance.

• Comprehensive knowledge of operational performance metrics, customer experience KPIs, quality measures, workforce indicators, and service delivery best practices.

• Experience in leading root cause analysis, performance improvement initiatives, operational reviews, and business optimization efforts.

• Familiarity with operational excellence methodologies such as COPC, Lean Six Sigma, or similar frameworks is preferred.

• Strong analytical, problem-solving, and strategic decision-making abilities with the capability to convert data into actionable business recommendations.

• Excellent communication, presentation, stakeholder management, and executive influencing skills.

• Experience managing managers, senior managers, or other people leaders in a complex operational setting.

• Exceptional organizational and project management skills, with the ability to juggle multiple priorities and deadlines in a high-paced environment.

• Proficiency in utilizing workforce management platforms, reporting tools, business intelligence solutions, CRM systems, and operational technologies.

• Ability to foster strong partnerships across operations, client services, workforce management, quality assurance, finance, technology, and executive leadership teams.

• Commitment to operational excellence, accountability, continuous improvement, and data-driven decision-making.

🏝️ Benefits

• Competitive compensation.

• Health insurance.

• Retirement Savings Program with Company Matching.

• Life Insurance.

• HMO effective on day 1.

• Paid time off, including birthday leave.

• Bonus and incentive plans.

• Opportunities for skills training and personal and professional growth.

• Employee Referral Program.

• Attractive office environment (for onsite employees).

• Daily free lunch provided (for onsite employees).