Assistant Vice President - Workforce Management

EXL Service Philippines, Inc.; Pasay; Presencial; PHP 1.800.000 - 3.000.000; Jornada completa

Descripción de la vacante

EXL Service Philippines, Inc. in Metro Manila (Pasay) seeks a Director of Workforce Management to lead WFM Supervisors and Analysts across multiple client accounts, driving staffing optimization and strong service delivery.

You will mentor teams, oversee KPIs and financial performance, and align WFM practices with strategic business objectives. Responsibilities include partnering with Operations to implement improvements, maintain quality, and ensure occupancy targets while upholding fiscal

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Leadership

Analytical skills

Communication skills

Data-driven decisions

Strategic thinking

HRIS familiarity

WF tools familiarity

Multisite experience

Herramientas

HRIS systems

Workforce Management tools

Descripción del empleo

• 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.