Director, Workforce Management

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

📋 Description

• Oversee Workforce Management for all clients/accounts supported by the local WFM team within centralized facilities, including Cebu and Dumaguete.

• Supervise the operational management of planning, scheduling, and real-time management activities.

• Ensure appropriate CSR skills are allocated at the right moments, in suitable quantities, and at optimal costs.

• Facilitate communication among Planners, Traffic/RTA, and Operations teams.

• Secure the establishment of structures, processes, and standard operating procedures (SOPs).

• Ensure quality control measures are in place.

• Provide guidance to WFM Managers, WFM Supervisors, and team members.

• Collaborate with upper management and clients to propose strategic initiatives.

• Drive standardization across the organization, both domestically and globally.

• Identify necessary capabilities and evaluate team-member potential.

• Monitor team-member activities both qualitatively and quantitatively.

• Train new team members and oversee their personal development.

• Build and lead a diverse team of managers and professionals.

• Coach and motivate team members effectively.

• Conduct team meetings and arrange team-building activities.

• Participate in WFM and client planning consultations as well as screening tests.

• Develop, optimize, and protect WFM structures, systems, instruments, and procedures.

• Continuously enhance the efficiency and effectiveness of planning and scheduling.

• Define WFM conditions and performance targets.

• Manage expectations and satisfaction levels of internal client teams.

• Prepare projects by assessing capacity, staffing, workspace, team assignments, and CSR experience.

• Lead strategic decisions using forecasts, planning, historical trends, real-time data, and schedule management.

• Organize and distribute work among Planners, Forecasters, Schedulers, and RTA staff.

• Assess and implement corrective measures as needed.

• Remain available for communication with client teams.

• Address WFM-related complaints and stakeholder dissatisfaction.

• Discuss planning, capacity, team structure, and idle time with relevant stakeholders.

• Direct Planners and RTA staff while consulting with Client Team Managers, Operations Managers, and Account Management.

⛳️ Requirements

• A minimum of 10 years of senior leadership experience.

• At least 5 years in Workforce Management, leading managers and a team of exempt-level professionals.

• College-level coursework, ideally in logistics, economics, statistics, or mathematics.

• Experience working in a call center environment with a focus on planning.

• Flexibility in approach.

• Strong strategic thinking abilities.

• Proven coaching skills.

• Excellent communication skills.

• Skills in customer and client management.

• Awareness of organizational dynamics.

• Innovative mindset.

• Strong analytical and numerical skills.

• Proficient in MS Office, particularly Excel.

• Commitment to accuracy.

• Good understanding of contact center procedures.

• Comprehensive knowledge of traffic theory (Erlang) and Workforce Management.

• Extensive knowledge of WFM tools such as Verint, NICE, ASPECT, IEX, and Avaya CMS.

🏝️ Benefits

• No specific benefits, perks, or compensation extras are mentioned.