Director of Workforce Management & Planning Excellence

Qualfon; Metro Manila; Sur place; PHP 3 000 000 - 4 200 000; Plein temps

Résumé du poste

Qualfon in Metro Manila seeks a WF Director to lead the Workforce Management function for multiple client accounts. You will oversee planning, scheduling and real-time management, guiding a growing team of managers and professionals to deliver optimal targets and client satisfaction.

The role emphasizes strategic thinking, stakeholder communication and process standardization across global client teams, with a focus on continuous improvement and capacity planning.

Qualifications

• At least 10 years of senior leadership experience with a 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 call center environment with planning.
• Flexibility.
• Strategic thinking.
• Coaching skills.
• Communication skills.
• Customer and client management skills.
• Organization awareness.
• Innovation.

Responsabilités

• Lead strategic decision-making using forecast, planning, trend history and real-time data and schedule management of all resources.
• Safeguard and encourage communication amongst staff.
• Quality control of delivered WFM products and processes.
• Maintain weekly availability for client-team communications.
• Organize and allocate work for Planners, Forecasters, Schedulers and RTA staff.
• Evaluate and implement restoring measures.
• Increase stakeholder satisfaction.
• Discuss planning and available capacity with all those concerned.

Connaissances

Analytical and numerical insight

Strong communication skills

MS Office and Excel

Accuracy

Knowledge of contact center procedures

Traffic theory (erlang) and WFM

WFM tools (Verint, NICE, ASPECT, IEX,

Coaching skills

Strategic thinking

Organizational awareness

Innovation

Formation

College-level coursework in logistics, economics, statistics or mathematics

Outils

Verint

NICE

ASPECT

IEX

Avaya CMS

Description du poste

Qualfon in Metro Manila seeks a WF Director to lead the Workforce Management function for multiple client accounts. You will oversee planning, scheduling and real-time management, guiding a growing team of managers and professionals to deliver optimal targets and client satisfaction.

The role emphasizes strategic thinking, stakeholder communication and process standardization across global client teams, with a focus on continuous improvement and capacity planning.