Senior Director, Workforce Management & Operations

EXL Service Philippines, Inc.; Pasay; On-site; PHP 3,500,000 - 7,000,000; Full time

Job summary

EXL Service Philippines, Inc. in Metro Manila seeks a senior Workforce Management leader to guide a team of supervisors and analysts across several client accounts.

You will ensure proactive WFM delivery, monitor KPIs, and align resources with demand while preserving financial discipline. The role demands strong analytical capability, strategic thinking, and cross-department collaboration with Operations to drive improvements and scale service levels.

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.
• Strong analytical skills for interpreting data 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.

Responsibilities

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

Skills

Leadership

Team leadership

Analytical skills

Communication

Problem-solving

Strategic thinking

WFM tools

HRIS tools

Multi-site experience

Tools

WFM tools

HRIS systems

Job description

EXL Service Philippines, Inc. in Metro Manila seeks a senior Workforce Management leader to guide a team of supervisors and analysts across several client accounts.

You will ensure proactive WFM delivery, monitor KPIs, and align resources with demand while preserving financial discipline. The role demands strong analytical capability, strategic thinking, and cross-department collaboration with Operations to drive improvements and scale service levels.