Director, Workforce Management

• Manage Workforce Management for all clients/accounts supported by the local WFM team in centralized facilities, including Cebu and Dumaguete
• Oversee operational management of planning, scheduling, and real-time management
• Ensure the right CSR skills are deployed at the right time, in the right quantities, and at the right cost
• Manage communication among Planners, Traffic/RTA, and Operations
• Secure structures, processes, and SOPs
• Assure quality control
• Advise WFM Managers, WFM Supervisors, and team members
• Propose strategies with upper management and clients
• Drive standardization across the organization, state-side and globally
• Establish required capabilities and assess team-member potential
• Monitor team-member work activities qualitatively and quantitatively
• Train new team members and review personal development
• Build and lead a diverse team of managers and professionals
• Coach and motivate team members
• Conduct team meetings and organize team-building activities
• Participate in WFM and client planning consultations and screening tests
• Develop, optimize, and safeguard WFM structures, systems, instruments, and procedures
• Continuously improve planning and scheduling efficiency and effectiveness
• Determine WFM conditions and targets
• Manage internal client-team expectations and satisfaction
• Prepare projects by evaluating capacity, staffing, workspace, team assignments, and CSR experience
• Lead strategic decisions using forecasts, planning, trend history, real-time data, and schedule management
• Organize and allocate work for Planners, Forecasters, Schedulers, and RTA staff
• Evaluate and implement restorative measures
• Maintain availability for communication with client teams
• Address WFM complaints and stakeholder dissatisfaction
• Discuss planning, capacity, team setup, and idle time with relevant stakeholders
• Direct Planners and RTA staff and consult with Client Team Managers, Operations Managers, and Account Management

• At least 10 years of senior leadership experience
• Minimum of 5 years in Workforce Management leading managers and a team of exempt level professionals
• College-level coursework, preferably in logistics, economics, statistics or mathematics
• Work experience in a call center environment with planning
• Flexibility
• Strategic thinking
• Coaching skills
• Communication skills
• Customer and client management skills
• Organization awareness
• Innovation
• Analytical and numerical insight
• Strong communication skills
• MS Office, specifically Excel
• Accuracy
• Good knowledge of contact center procedures
• Thorough knowledge of traffic theory (Erlang) and Workforce Management
• Very good knowledge of WFM tools such as Verint, NICE, ASPECT, IEX, and Avaya CMS

• No benefits, perks, or compensation extras are explicitly stated