Director, Workforce Management
Posted 19 days ago
You'll complete your application on Qualfon's career site.
About the Role
We are searching for a Director of Workforce Management to direct operations spanning centralized sites, such as those in Cebu and Dumaguete. You will be responsible for the full WFM lifecycle, guaranteeing that staff capabilities are utilized efficiently regarding both timing and expenditure. This position is vital for supporting service excellence and client retention by promoting standardized strategic planning across domestic and international teams. You will supervise a varied staff of professionals and managers, encouraging a setting defined by peak performance and ongoing enhancement. As a key strategic leader, you will align WFM frameworks with long-term business objectives and client requirements. Furthermore, you will act as a primary consultant to executive leadership, suggesting new strategies and taking part in meetings regarding client planning. You are tasked with maximizing planning productivity, improving WFM workflows, and providing coaching and professional development to your subordinates. By assessing staffing, capacity, and facility needs, you will influence the trajectory of our service delivery to ensure client satisfaction is regularly surpassed.
Requirements
- Minimum of 10 years in senior management, with at least 5 years specifically in Workforce Management overseeing leadership personnel and exempt staff.
- Preferred academic history including college-level studies in statistics, economics, mathematics, or logistics.
- Extensive technical expertise in contact center operations, traffic theory, and Erlang math.
- Proven ability to use WFM platforms like IEX, Verint, NICE, Avaya CMS, and ASPECT.
- High proficiency in MS Office, specifically Excel, for reporting and data evaluation.
- Demonstrated capacity for strategic thought, innovation, and analytical problem-solving.
- Superior organizational, coaching, and interpersonal communication abilities.
- High standards for accuracy and the agility to handle a rapid, multi-account operational environment.
- Comprehensive experience managing client partnerships and directing international or remote teams.
Responsibilities
- Direct planning, scheduling, and live operations to guarantee top-tier performance.
- Establish WFM benchmarks and objectives while ensuring process and SOP uniformity throughout the firm.
- Utilize forecasting, historical trends, and live data to guide strategic decisions regarding the deployment of Forecasters, Planners, RTAs, and Schedulers.
- Manage interactions with internal clients, resolve issues, and ensure regular dialogue with account and operations managers.
- Construct, guide, and mentor a varied team by evaluating their work performance, planning engagement events, and supporting individual growth.
- Engage in senior-level strategy meetings, assess project resource needs, and apply corrective actions to consistently boost scheduling and planning efficacy.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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