Head of Workforce Management & Strategic Planning

Visa Hunt; Philippines; On-site; PHP 3,500,000 - 6,000,000; Full time

Job summary

Visa Hunt seeks a strategic leader to head Workforce Management and Business Planning, overseeing forecasting, capacity planning, and analytics for large-scale customer operations.

You will partner with senior leadership to deliver data-driven insights, optimize resources, and drive operational excellence across multiple units. This role requires extensive WFM experience, an executive presence, and a track record of scale.

Qualifications

• Bachelor's degree or higher in a related field.
• 10+ years in WFM/Capacity Planning/Analytics/Contact Center Ops.
• At least 5 years in a leadership role managing WFM/Analytics teams.
• Strong forecasting, capacity planning, and analytics experience.
• Proven track record supporting large-scale operations (500+ to 5,000+ staff).
• Experience in BPO/Shared Services/Financial services/CX environments.
• Strong executive presence and stakeholder influence.
• Advanced analytical and problem-solving abilities.
• Proficiency with WFM platforms (Verint, NICE, Genesys, etc.).
• Experience with Power BI, Tableau, SQL, and advanced Excel.

Responsibilities

• Lead WFM and Business Planning across Forecasting, Capacity Planning, Scheduling, Real-Time Management, and Analytics.
• Develop long-term workforce strategies aligned with growth goals.
• Improve forecasting accuracy and resource optimization across units.
• Provide executives with strategic workforce insights from data analytics.
• Establish governance, methodologies, and best practices for workforce planning.

Skills

Leadership

Forecasting

Analytics

Stakeholder mgmt

Strategic planning

Education

Bachelor's degree in Business/Economics/Statistics/Industrial Eng/Mathematics/IS

Tools

Power BI

Tableau

SQL

Excel

Verint

NICE

Genesys

Aspect

Calabrio

Job description

Visa Hunt seeks a strategic leader to head Workforce Management and Business Planning, overseeing forecasting, capacity planning, and analytics for large-scale customer operations.

You will partner with senior leadership to deliver data-driven insights, optimize resources, and drive operational excellence across multiple units. This role requires extensive WFM experience, an executive presence, and a track record of scale.