Service Delivery Manager (DPO)

HCL Technologies Limited; Taguig; On-site; PHP 1,800,000 - 2,400,000; Full time

Job summary

Sapsf is seeking an experienced Service Delivery Manager (DPO) to lead end-to-end WFM in a contact center environment. You will drive capacity planning, forecasting, scheduling, intraday management, and governance with a data-driven approach.

You will partner with Operations, HR, and Finance to optimize staffing, ensure SLA adherence, and deliver executive dashboards. Strong leadership and change-management skills are essential.

Qualifications

• Minimum 10+ years of experience in Workforce Management and Contact Center Operations.
• Bachelor's or Master's degree in Business, Operations, Mathematics, Statistics, or a related field.

Responsibilities

• Lead short-term and long-term workforce planning initiatives.
• Forecast contact volumes using historical trends and business drivers.
• Create and manage optimized schedules aligned with forecasted demand.
• Monitor operational performance against SLAs and intraday management actions.
• Deliver executive dashboards and actionable business insights.
• Establish governance frameworks and review mechanisms.
• Collaborate with QA, Training, IT, HR, and Client teams.
• Lead continuous improvement and digital transformation programs.

Skills

Workforce Management

Forecasting

Scheduling

Real-Time Management

Analytics

Stakeholder management

Executive communication

Digital transformation

Education

Bachelor's or Master's degree in related field

Tools

Salesforce

Amazon Connect

Verint

Genesis

Job description

Career Opportunities: Service Delivery Manager (DPO) (175847)

Requisition ID175847-Posted10/14/2026

We are looking for an experienced Workforce Management (WFM) Lead to drive end-to-end workforce planning, forecasting, scheduling, and real-time operational optimization within a contact center environment. The role is responsible for ensuring optimal staffing levels, meeting service level commitments, enhancing customer experience, and driving operational efficiency through data-driven decision-making

Key Responsibilities

Workforce Planning & Capacity Management

Lead short-term and long-term workforce planning initiatives.

Develop staffing models considering shrinkage, attrition, and multi-skilled workforce requirements.

Partner with Operations, HR, and Finance teams on hiring and ramp-up plans.

Forecasting & Demand Planning

Forecast contact volumes using historical trends and business drivers.

Improve forecast accuracy through statistical modeling and analytics.

Account for seasonality, campaigns, and business events.

Scheduling & Workforce Optimization

Create and manage optimized schedules aligned with forecasted demand.

Ensure compliance with labor policies and business requirements.

Optimize shifts, breaks, and skill-based routing strategies.

Real-Time Workforce Management

Monitor operational performance against SLAs.

Execute intraday management actions, including overtime planning, schedule adjustments, and resource reallocation.

Partner with Operations teams to address performance deviations proactively.

Performance Reporting & Analytics

Track key WFM metrics such as Service Level, Occupancy, Shrinkage, Forecast Accuracy, and AHT.

Deliver executive dashboards and actionable business insights.

Identify opportunities for productivity and efficiency improvement.

Governance & Stakeholder Management

Establish governance frameworks and review mechanisms.

Act as a strategic advisor to Operations leadership.

Collaborate with QA, Training, IT, HR, and other support functions.

Manage and optimize WFM platforms such as Verint, NICE, Genesys, Aspect, AWS, etc.

Drive automation, analytics, and workforce transformation initiatives.

Lead continuous improvement and digital transformation programs.

Lead and mentor WFM teams across forecasting, scheduling, and real-time management functions.

Foster a high-performance, analytics-driven culture.

Build succession plans and capability development frameworks.

Collaborate with HR, QA, Training, IT, and Client teams

Skill Requirements

Required Skills

Advanced expertise in Workforce Management, Forecasting, Scheduling, and Real-Time Management.

Strong analytical and problem-solving skills.

Experience with workforce optimization tools and technologies.

Understanding of AI/ML applications in workforce optimization.

Excellent stakeholder management and executive communication skills.

Proven ability to lead change and digital transformation initiatives

Other Requirements

Qualifications

• Bachelor's or Master's degree in Business, Operations, Mathematics, Statistics, or a related field.
• Minimum 10+ years of experience in Workforce Management and Contact Center Operations.

  Tools -

  • Salesforce
  • Amazon Connect
  • Verint
  • Genesis