Senior Director, Workforce Management & Client Operations

EXL Service Philippines, Inc.; Pasay; On-site; PHP 3,500,000 - 6,200,000; Full time

Job summary

EXL Service Philippines, Inc. is seeking a Director of Workforce Management to lead WFM Supervisors and Analysts across multiple client accounts in Metro Manila. You will ensure staffing optimization, process discipline, and strong data-driven decision making to meet client KPIs and financial targets.

The role demands strategic leadership, cross-functional collaboration, and a track record of delivering measurable improvements in a multi-site BPO environment.

Qualifications

• 15+ years of experience in Workforce Management within a multi-site, multi-client BPO environment.
• At least 2 years in a Director role overseeing multiple programs of varying sizes and complexities.
• Progressive experience in workforce management, operations, or related leadership roles.
• Strong analytical skills for interpreting data, identifying trends, and making data-driven decisions.
• Excellent communication and interpersonal skills to collaborate across departments and engage with employees at all levels.
• Proven leadership abilities, including motivating teams, driving change, and achieving measurable results.
• Familiarity with workforce management tools, HRIS systems, and relevant technologies.
• Strategic thinker with the ability to align workforce initiatives with overall business objectives.
• Strong problem-solving skills to address workforce challenges and implement effective solutions.

Responsibilities

• Leads a team of Workforce Management (WFM) Supervisors and Analysts to provide operational support.
• Responsible for Workforce Management and service delivery to both internal and external stakeholders.
• Manages WFM teams across 3–5 client accounts, ensuring effective leadership, mentoring, and operational alignment.
• Oversees WFM processes, client KPIs, and financial performance in a multi-site, multi-platform environment.
• Acts as a checkpoint and reviewer of WFM practices, processes, and outputs to maintain quality and consistency.
• Partners closely with Operations to drive improvements, resolve issues, and implement strategic solutions.
• Ensures optimal staffing levels, occupancy, and resource utilization to maximize service delivery and seat efficiency while maintaining financial discipline.
• Develops processes, scorecards, and performance plans to strengthen team management and accountability.

Skills

Leadership

Analytical skills

Communication

Strategic thinking

Problem solving

Staff management

Cross-functional collaboration

Mentoring

Tools

WFM tools

HRIS systems

Data analytics tools

Job description

EXL Service Philippines, Inc. is seeking a Director of Workforce Management to lead WFM Supervisors and Analysts across multiple client accounts in Metro Manila. You will ensure staffing optimization, process discipline, and strong data-driven decision making to meet client KPIs and financial targets.

The role demands strategic leadership, cross-functional collaboration, and a track record of delivering measurable improvements in a multi-site BPO environment.