Section Head

BDO Unibank; Makati; On-site; PHP 1,500,000 - 2,100,000; Full time

Job summary

BDO Unibank, Inc. in the Philippines seeks an experienced Workforce Management leader to drive enterprise-scale staffing, capacity planning, and performance optimization for the Customer Contact Center.

You will oversee forecasting, scheduling, and analytics to ensure service levels across channels. The role focuses on transforming practices through automation, data storytelling, and governance, with strong stakeholder management and executive reporting to meet financial targets and customer

Qualifications

• 10+ years in Workforce Management with leadership roles.
• Experience in predictive analytics and BI tool usage.
• Strong communication and data storytelling skills.
• Ability to lead automation initiatives across CCC.

Responsibilities

• Provides enterprise-level leadership in workforce management strategy for the Customer Contact Center.
• Accountable for capacity planning, forecasting, scheduling, and real-time performance monitoring.
• Leads transformation through automation and digital enablement with governance across CCC operations.
• Delivers executive-level reporting and aligns with financial targets and CX standards.

Skills

Leadership

Workforce Management

Predictive Analytics

BI Tools

Data storytelling

Stakeholder Management

Performance Monitoring

Tools

Power BI

Tableau

Excel

Job description

Business Unit: Enterprise Services Group

Department: Operations

RESPONSIBILITIES

• Provides enterprise-level leadership in workforce management strategy for the Customer Contact Center (CCC), ensuring optimal staffing, operational efficiency, and service level attainment across all channels.
• Accountable for capacity planning, transaction forecasting, workforce scheduling, and real-time performance monitoring, supported by data-driven insights and advanced analytics.
• Leads the transformation of workforce management practices through automation, predictive analytics, and digital enablement, while establishing governance across CCC operations.
• Drives process improvements, delivers executive-level reporting and actionable insights, and ensures alignment with business objectives, financial targets, and customer experience standards.

QUALIFICATIONS

• Over 10 years of total experience in Workforce Management, including at least 5 years in a leadership role (Team Head/Manager level)
• Experience in predictive analytics, BI tools, and digital/automation initiatives
• Strong leadership, coaching, and stakeholder management skills
• Excellent analytical, problem-solving, and decision-making abilities
• Solid communication, presentation, and data storytelling skills

BDO Unibank, Inc. provides equal opportunity to all qualified candidates. Hiring decisions are based on job requirements and candidate qualifications, and shall not be influenced by any consideration of race, color, religion, sex (including sexual orientation and gender identity), national or ethnic origin, or disability. Requisition ID: 28547