Director, WFM Strategy & Planning

Qualfon; Metro Manila; On-site; PHP 2,500,000 - 6,000,000; Full time

Job summary

Qualfon in Manila seeks a Workforce Director to lead the Workforce Management function across Cebu and Dumaguete operations. You will oversee planning, scheduling and real-time management to align WFM with client objectives and drive efficiency.

The role requires at least 10 years of senior leadership with 5+ years in WFM, strong analytical skills, call center experience, and proficiency with Verint, NICE, ASPECT, IEX, and Avaya CMS.

Qualifications

• 10+ years of senior leadership experience.
• 5+ years in Workforce Management.
• Strong analytical and data-driven decision making.
• Experience in call center environments.

Responsibilities

• Lead WFM across Cebu and Dumaguete operations.
• Oversee planning, scheduling and real-time management.
• Align WFM with client objectives and service levels.
• Drive standardization, efficiency and cost optimization.

Skills

Leadership

Analytical skills

WFM experience

Call center experience

Tools

Verint

NICE

ASPECT

IEX

Avaya CMS

Job description

Qualfon in Manila is seeking a WF Director to lead the Workforce Management function across our Cebu and Dumaguete operations. You will oversee planning, scheduling and real-time management, align WFM with client objectives and drive standardization and efficiency.

The role requires at least 10 years of senior leadership with 5+ years in WFM, strong analytical skills, experience in call center environments, and proficiency with major WFM tools (Verint, NICE, ASPECT, IEX, Avaya CMS).