APAC WFM Director: Dialer & Workforce Strategy

SSG; Pasig; On-site; PHP 4,725,000 - 5,907,000; Full time

Job summary

A global contact center solutions company is seeking a Workforce Management Director to lead their APAC WFM organization. This role focuses on driving workforce optimization across forecasting, scheduling, staffing, and operations, ensuring alignment with dialer strategies. The ideal candidate has at least 7 years of experience in Workforce Management with strong expertise in dialer management and a proven track record in leading high-performing teams. This position is based in Metro Manila, Philippines.

Qualifications

• At least 7 years of Workforce Management experience, ideally in a regional or global setting.
• Strong expertise in dialer management and outbound operations.
• Excellent analytical and problem-solving abilities.
• Outstanding communication and stakeholder management skills.
• Proven leadership experience to grow and inspire high-performing teams.

Responsibilities

• Oversee Forecasting, Scheduling, Staffing, and Real-Time teams.
• Build and manage dialer strategies for efficiency.
• Analyze historical trends for accurate staffing models.
• Collaborate with global WFM leaders to streamline processes.
• Strengthen WFM capability by coaching staff.
• Prepare data-driven insights on workforce health.
• Drive real-time decisions for optimal service delivery.

Skills

Workforce Management experience

Dialer management

Analytical skills

Communication skills

Leadership

Job description

A global contact center solutions company is seeking a Workforce Management Director to lead their APAC WFM organization. This role focuses on driving workforce optimization across forecasting, scheduling, staffing, and operations, ensuring alignment with dialer strategies. The ideal candidate has at least 7 years of experience in Workforce Management with strong expertise in dialer management and a proven track record in leading high-performing teams. This position is based in Metro Manila, Philippines.