Head of Workforce Management – Contact Center Operations

Hammerjack Pty Ltd; Philippines; On-site; PHP 2,000,000 - 4,500,000; Full time

Job summary

Hammerjack Pty Ltd is seeking an experienced Workforce Management leader to drive end-to-end capacity planning and staffing across contact center operations in the Philippines. You will collaborate with Operations and business stakeholders to translate demand into actionable staffing plans and schedules, ensuring service levels and cost efficiency.

The role requires deep expertise in WFM, forecasting, and analytics, with hands-on experience of tools like NICE, Verint, Genesys, and BI platforms.

Qualifications

• Bachelor's degree or equivalent commensurate work experience required.
• 12-14+ years in Workforce Management with 8-10 years in leadership roles.
• Hands-on experience with industry-standard WFM tools and contact center tech.
• Strong understanding of contact center operations and analytics.
• Experience with forecasting, scheduling, and model development.
• Proficiency in Excel; working knowledge of BI and scripting for reporting.
• Strategic thinker who can lead, mentor, and develop talent.

Responsibilities

• Lead end-to-end resource planning and staffing augmentation for contact centers.
• Drive capacity planning and optimize resource allocation for service levels.
• Collaborate with stakeholders to translate workforce needs into staffing plans.
• Oversee workforce schedules across multiple lines of business.
• Optimize shift design and staffing to meet service levels and efficiency.
• Manage scheduling exceptions and real-time performance monitoring.
• Lead intraday actions and escalation management to address demand fluctuations.
• Conduct RCA for service level misses and drive continuous improvement.
• Perform cost-benefit analyses for staffing decisions and capacity changes.
• Ensure governance, policy adherence, and audit-ready documentation.

Skills

Leadership

Mentoring

Data analytics

Strategic planning

Stakeholder management

Communication

Cost optimization

Education

Bachelor's degree

Tools

NICE

Verint

Aspect

Genesys

Power BI

Tableau

Power Apps

Python

R

Excel

Power Automate

Job description

Hammerjack Pty Ltd is seeking an experienced Workforce Management leader to drive end-to-end capacity planning and staffing across contact center operations in the Philippines. You will collaborate with Operations and business stakeholders to translate demand into actionable staffing plans and schedules, ensuring service levels and cost efficiency.

The role requires deep expertise in WFM, forecasting, and analytics, with hands-on experience of tools like NICE, Verint, Genesys, and BI platforms.