Assistant Vice President - Workforce Management

EXL Service Philippines, Inc.; Pasay; On-site; PHP 2,500,000 - 3,800,000; Full time

Job summary

EXL Service Philippines, Inc. is seeking a senior leader to drive Workforce Management across multiple client accounts. You will lead a team of WFM Supervisors and Analysts, ensuring strong operational support and alignment with client KPIs.

The role emphasizes strategic planning, data-driven decision making, and collaboration with Operations to optimize staffing, capacity, and financial performance. A proven track record in WFM leadership within a BPO is essential.

Qualifications

• 15+ years in Workforce Management in a multi-site, multi-client BPO environment.
• 2+ years in a Director role overseeing multiple programs of varying sizes and complexities.
• Progressive experience in workforce management, operations, or related leadership roles.
• Strong analytical skills for interpreting data, identifying trends, and making data-driven decisions.
• Excellent communication and interpersonal skills to collaborate across departments and engage with employees at all levels.
• Proven leadership abilities, including motivating teams, driving change, and achieving measurable results.
• Familiarity with workforce management tools, HRIS systems, and relevant technologies.
• Strategic thinker with the ability to align workforce initiatives with overall business objectives.
• Strong problem-solving skills to address workforce challenges and implement effective solutions.

Responsibilities

• Lead a team of WFM Supervisors and Analysts to provide operational support.
• Oversee WFM across 3–5 client accounts, ensuring effective leadership and alignment.
• Manage WFM processes, client KPIs, and financial performance in a multi-site, multi-platform environment.
• Act as a checkpoint and reviewer of WFM practices, processes, and outputs to maintain quality.
• Partner closely with Operations to drive improvements, resolve issues, and implement strategic solutions.
• Ensure optimal staffing levels, occupancy, and resource utilization to maximize service delivery and seat efficiency while maintaining financial discipline.
• Develop processes, scorecards, and performance plans to strengthen team management and accountability.

Skills

Leadership

Strategic thinking

Data analysis

Cross-functional collaboration

People management

Communication

Tools

WFM tools

HRIS systems

Job description

Role Overview

• Leads a team of Workforce Management (WFM) Supervisors and Analysts to provide operational support.
• Responsible for Workforce Management and service delivery to both internal and external stakeholders.
• Manages WFM teams across 3–5 client accounts, ensuring effective leadership, mentoring, and operational alignment.
• Oversees WFM processes, client KPIs, and financial performance in a multi‑site, multi‑platform environment.
• Acts as a checkpoint and reviewer of WFM practices, processes, and outputs to maintain quality and consistency.
• Partners closely with Operations to drive improvements, resolve issues, and implement strategic solutions.
• Ensures optimal staffing levels, occupancy, and resource utilization to maximize service delivery and seat efficiency while maintaining financial discipline.
• Develops processes, scorecards, and performance plans to strengthen team management and accountability.

Qualifications & Experience

• 15+ years of experience in Workforce Management within a multi‑site, multi‑client BPO environment.
• At least 2 years in a Director role overseeing multiple programs of varying sizes and complexities.
• Progressive experience in workforce management, operations, or related leadership roles.
• Strong analytical skills for interpreting data, identifying trends, and making data‑driven decisions.
• Excellent communication and interpersonal skills to collaborate across departments and engage with employees at all levels.
• Proven leadership abilities, including motivating teams, driving change, and achieving measurable results.
• Familiarity with workforce management tools, HRIS systems, and relevant technologies.
• Strategic thinker with the ability to align workforce initiatives with overall business objectives.
• Strong problem‑solving skills to address workforce challenges and implement effective solutions.